Help Desk Contract

Job Overview:

We are looking for an experienced Network & Telephony Support Engineer

This role will primarily focus on managing incoming calls, ticket logging and resolution, and coordinating with both customers and internal teams. Your role will be key in managing and troubleshooting PSTN (Public Switched Telephone Network) and ADSL (Asymmetric Digital Subscriber Line) technologies, as well as supporting broadband fault resolution.

Key Responsibilities:

• Incoming Call Management: Handling customer queries, technical issues, and fault reporting.
• Mailbox Management: Monitoring and addressing incoming emails from customers and internal stakeholders.
• Ticket Management (Salesforce): Logging, managing, and resolving tickets efficiently in Salesforce.
• Team Coordination: Chasing engineers (eg, Openreach) and internal teams to ensure timely resolution of issues.
• Line Testing & Fault Resolution: Conducting line tests (PSTN/ASDL), diagnosing broadband faults, and performing pin test and dial tone checks.
• Replacement Device Installation: Coordinating the installation of new or replacement devices, including alarm and CCTV systems, and working alongside sales teams to arrange the dispatch of replacement hardware.
• Onsite Alarm System Coordination: Liaising with onsite alarm companies for installation and maintenance.
• CCTV Customer Support: Supporting customers with CCTV-related issues, following the same procedures as for telephony services.

Key Tools & Technologies:

• In-house tools and systems (Training will be provided)
• PSTN (Old technology)
• ADSL broadband testing
• Salesforce for ticketing and case management
• Basic telephony and network troubleshooting

Preferred Experience:

• Previous experience in a service desk environment
• Working knowledge of Openreach exchanges, PSTN, or ADSL lines
• Experience with pin testing, dial tone checks, and broadband fault diagnostics
• Familiarity with security clearance requirements (BBSS mandatory before starting)

Benefits:

• Opportunity to work with cutting-edge technology in the transition from Legacy PSTN systems
• Great office location in central Sheffield with excellent public transport links
• Dynamic, supportive team environment with hands-on training

Working Hours:

• Monday to Friday, 8:00 AM - 4:30 PM or 8:30 AM - 5:00 PM