Careers at Coconnect

Join our team

Are you passionate about Education and Technology?

Founded in 2017, Coconnect has grown into one of the UK’s leading school internet service providers. Our solutions help schools operate and keep pupils safe from harm. We pride ourselves on delivering economical and reliable solutions tailored to the school’s needs.

We’re part of the Novatech family based in Portchester (on the south coast of England). Our large, modern office is powered by solar energy – a part of our initiative to be a sustainable company. We’re a 5 minute walk away from Portchester Castle, or a 20 minute drive or bus ride to Portsmouth City Centre.

Technical Support Analyst

Department: Technical Services
Reporting to: Technical Manager

Salary: £23,400 Per Annum

Responsible For Providing Support To Coconnect’s Customers Through First-Class Customer Service Via The Telephone, Email & Tickets, Live Chat or Remote Sessions.

Responsible For Installation, Provisioning And Documentation Of Telecommunications And/Or Data Svstems As Required.

  • Respond To Customers Through All Mediums And Accurately Deal With Any Technical Queries They May Have (Including, But Not Limited To VOIP, Networking, Connectivity Issues), Conducted In A Professional And Timely Manner, Ensuring Any Agreed SLA's Are Met.
  • Deal With Technical Queries As Efficiently As Possible, Logging All Relevant Information In Ticket Systems, Including Time Spent Resolving Issues.
  • Liaise With Other Departments Within Coconnect To Resolve Any Issues That Arise As And When Necessary
  • Keep Your Line Manager Informed Of Any Issues That Arise As Necessary, Providing All The Relevant Information.
  • Maintain A Professional, Polite And Friendly Manner At All Times When Responding To Calls, Emails, Tickets And Live Chats.
  • Liaise With Your Direct Line Manager And Other Members Of The Technical Support Team Regularly To Ensure Excellent Communication And Enhanced Working Relationships.
  • Liaise Internally With Colleaques To Identify Technical Solutions And Share Best Practice.
  • Liaise Internally With Colleagues Across The Company To Ensure Customers' Orders Are Effectively Processed And That They Receive Good Customer care.
  • Proactively keep your product knowledge up-to-date, staying abreast with emerging new products, Microsoft operating systems, developments and best practice.

Benefits

We know if we treat our people well, you’ll look after our customers the same. And we do that by offering a great range of benefits, including:

Coconnect office inside
  • Excellent facilities in our break room (including PC gaming, console gaming, pool table, table tennis, TV, sofas and beanbags)
  • Staff discount
  • Team quarterly social events (as chosen by you)
  • Pool competitions
  • Monday nights football
  • Charity fundraising days
  • Holiday Purchase
  • Health Cash Plan
  • Cycle to Work Scheme
  • Kitchen and Shower Facilities
  • Christmas Savings Club
  • 24/7 Employee Assistance Programme
  • Life Assurance
  • Free Staff Parking

Culture

We embody a relaxed atmosphere and offer a casual dress code. There’s always music in the office, and if you fancy a break, our break room has table tennis, pool and gaming PCs to help you blow off some steam. Our family-feel culture means that staff are approachable across all levels of the company.

Coconnect and Novatechs office with people working at their desk