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Technical Support Agent

Cirencester / Flexible Working Options

Employment Type: Permanent

About Us: Midas Communications Limited is a dynamic company operating in the ICT industry as an MSP.

We’re at an exciting juncture, with key business drivers and niche opportunities driving our core products across the UK. As a Technical Support Agent, you’ll play a pivotal role in shaping how we support these products moving forward.

Role Overview: 

As a Technical Support Agent, you’ll be an integral part of our MSP portfolio support desk. Your
responsibilities will include:

1. Operational Support Management:
o Handle a broad product set, including Gamma Horizon, UC, Connectivity, mobile airtime, remote desktop support, and MSO365 applications.
o Provide direct support to our sales team and customers.
o Monitor and manage the support ticket queue, ensuring SLAs are met.
o Communicate critical updates to clients during support incidents.
o Coordinate investigations for complex issues, bridging the gap between non-technical customers and our channel partner teams and products.

2. Sales Opportunities:
o Identify new sales opportunities and projects from existing and prospective customers.

Required Skills and Experience: To excel in this role, you should have:
 Effective Communication Skills:
o Engage with customers at all levels.
 Analytical Mindset:
o Logically work through support issues to determine necessary actions for resolution.
 Level-Headed Approach:
o Accurately classify incident severities and pragmatically agree on resolution approaches and
timescales.

 Operational/Technical Support Experience:
o Minimum of 2 years in a similar role.
 Technical Proficiency:
o Remote Desktop IT support experience.
o Familiarity with Intune, MSO365, and cybersecurity.
o Knowledge of firewalls, networking, and routers.
 Telecommunications and Hosted PBX Systems:
o Experience with customer onboarding, WLR and number porting, UC/Horizon configuration and
design, and connectivity and router configuration.

Join us in shaping the future of technical support at Midas Communications Limited! If you’re passionate about technology and customer service, we’d love to hear from you.

Please click on Apply Now and email your CV and covering letter.

Salary: £27,000–£35,000 per annum

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