28 Feb 2017

IT Managed Service Support Technician

SoConnect Ltd, Newtown Saint Boswells

£17,000 – £24,000 a year

Company Information

About us:

SoConnect is a data networks and telecoms re-seller whose focus is on delivering high bandwidth data connectivity to businesses so that they can utilise a complete range of hosted and cloud based services. We are an innovative young company who deliver great value products with no compromise to the service levels customers expect and pay for. We will meet and manage our customers’ expectations so that they know what will be delivered and when. We bring an innovative approach to provide simple yet inspired solutions to company’s communication challenges using traditional and evolving technologies Our aim is to deliver highly available fast bandwidth that allows businesses to take advantage of cloud based and hosted applications.

Our team:

SoConnect was founded by three entrepreneurs in the communications and technology sector. They all run their own successful technology businesses. Between them the founders have over 50 years’ experience in the Telecoms and IT market. They all have a passion for great service and believe that anything is achievable if people communicate clearly and work together in long term partnerships. SoConnect is a great fun working environment and is rapidly growing which will provide great opportunities for career progression.



Role Information


The Support Desk Engineer will be responsible for delivering an efficient support service as required by the department, focused primarily on the technical issues.

The role will involve:

  • Taking and receiving service requests and managing the issues through to completion with our internal team and range of external supplier to agreed customer expectations.
  • Ensure first class service is delivered to our customer base across our product range which includes the following technologies.
  • Exposure to data and telecommunication technologies such as:
  • ADSL, FTTC, LAN and WAN, MPLS, Router configuration
  • VoIP Telephony, Hosted MS Exchange, Hosted Desktops
  • Mobiles, Active Directory, VPNs, Azure
  • Ability to communicate clearly with customers and pitch the conversation to their level and manage their expectations effectively.
  • Quality assurance of handovers

You will also be expected to look for continual improvement in everything we do as well as investigate potential sales opportunities during interaction with the customer.

As we are a small and growing business, the successful candidate may, at times, be expected to get involved in other office activities or work with other teams. One of the key criteria will be someone who is proactive and can work in a constantly evolving and growing company.



Skills and Qualifications


  • Technical Support Experience: 1 Year minimum
  • ICT qualification with knowledge in at least two of the following: LAN, WAN, VPN, Wifi – Networking, and Router ConfigurationIP Telephony, VoIP, SIP Trunking, Hosted Cloud Solutions (contact centre, hosted desktop)
  • Experience working in an office environment.
  • Experience working with Microsoft applications e.g. office suite and outlook.
  • Understanding of data connectivity
  • Excellent customer service skills.
  • Excellent internal and external communication skills.
  • Ability to work as part of a close-knit team, but also to work autonomously.
  • Have excellent attention to detail.
  • Be thorough and conscientious in their approach to task fulfilment.
  • Logical problem solving skills
  • Have a positive can do attitude.


  • One or two years’ experience in a similar environment.


More Info


Newtown St. Boswells, Scottish Borders.

Start Date:


Closing date:

March 2017


£17k – £24k


Permanent, upon completion of 12-month probationary period.

Contact us to apply:

Please send CV’s directly to Claire Bell:


Or to enquire by telephone: 0333 240 1824 and ask to speak to Claire.

Job Type: