Technical Support Agent

Company Overview

Aptus Broadband is a Fibre and Wireless Internet Service Provider (WISP) based in the Southeast specializing in Broadband nationwide. Aptus Broadband offers a wide range of high-quality broadband and telephone services for both business and residential clients in Ireland.

 

Candidate

This role would ideally suit an enthusiastic, energetic and technically minded individual with strong troubleshooting skills, and who is looking to start and progress their career in Technical Support within a fast-paced environment. You will be encouraged and given the opportunity to discover, evaluate, and implement new technologies and given a fantastic opportunity to develop your career in a progressive Broadband Company.

 

The Role

  • Assist in Hardware management and configuration
  • Manage stock control of Hardware for customers and engineers
  • Maintain accurate records for all Hardware issued and returned
  • Logging and documenting user support calls and maintaining the ticket log system
  • Develop skills in providing customer support to all Broadband and Telephone Subscribers
  • Develop skills in providing support to field engineers and internal customers
  • Develop skills in providing analysis of customer problems to maximise the customer experience with Aptus
  • Develop skills in providing Customer Wi-Fi issues and help develop improved solutions
  • Document all work on Network Management and Customer Management System
  • Provide feedback from customers to sales and accounts team
  • Help develop and streamline company process
  • Develop your Networking, Wireless and scripting skills
  • Represent the Company with the highest standards of professionalism

 

Requirements:

  • A third level qualification in Computer Science or related discipline would be advantageous
  • A desire to obtain CCNA or equivalent qualification
  • Be technically minded with strong troubleshooting skills
  • Previous helpdesk experience is an advantage
  • Strong customer service skills, with previous experience in a customer focused role
  • Ability to demonstrate basic network troubleshooting skills
  • Experience in diagnosing and resolving basic technical issues
  • Experience with internet devices including smart phones, tablets, laptops and desktop
  • Knowledge of Windows desktops and Mac OS advantageous
  • Excellent communication skills with a positive and professional ability dealing with internal and external customers
  • Extremely organised, with high attention to detail and a strong work ethic
  • Excellent time management skills and ability to manage changing workloads
  • Ability to work autonomously, as well as part of a team
  • Ability to work under pressure with excellent problem-solving skills
  • A mature outlook with proven ability to deal with problems and solve them effectively
  • Flexibility regarding working hours, within reason, to support our customer base
  • Be available for on call work