Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.
Job Summary
This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly, are configured, and maintained so that through their lifecycle they operate in a robust and effective way for the business.
The roles will support our Customers in Germany - it is a requirement of the role to speak Fluent German
Key Accountabilities
*
* Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team
* Identify and investigate problems to diagnose underlying causes and help customers to recover and continue operation
* For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
* Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
* Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
About you:
Essential
Maths, English and ICT skills and experience with Word and Excel
Desirable
* Have experience of a working within a Network environment or Support Desk
* Good attention to detail
* Organised and able to prioritise tasks
* Excellent communication skills with a professional telephone manner
* Ability to demonstrate a practical approach when faced with problems or challenges
* Must be committed and willing to learn
* Enthusiastic and Self-Motivated
* Excellent timekeeping, reliable and trustworthy
Why Evolve?
At Evolve, youll be joining a dynamic and passionate team thats committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our companys success.
We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far