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Job Opportunity: Telecoms Support Desk Specialist
Location: Coleshill, UK
Salary: £30,000 - £35,000 per annum
We are looking for an experienced 2nd Line Telecoms Support Desk Specialist to join our technical support team in Coleshill. If you have a strong background in troubleshooting and supporting broadband, phone systems, Wi-Fi, VoIP, and other telecom technologies, this is the perfect opportunity to showcase your skills!
Key Responsibilities:
- Provide second-line technical support for a wide range of telecom services, including VoIP, broadband connections, PBX phone systems, Wi-Fi networks, and mobile services.
- Troubleshoot and resolve complex issues related to SIP trunking, call routing, network connectivity, and Wi-Fi signal interference.
- Handle escalated support queries from 1st line support, providing expert-level solutions and ensuring customer satisfaction.
- Support customers with the installation, configuration, and troubleshooting of routers, modems, and network infrastructure for both residential and business telecom services.
- Assist with fault diagnosis and service restoration for broadband, VoIP, and mobile telecoms, ensuring minimal downtime.
- Ensure that all issues are logged accurately in the ticketing system, tracking progress and providing detailed updates to clients.
- Collaborate with internal teams to investigate and resolve complex technical issues, including working on network infrastructure upgrades and system integrations.
- Provide proactive recommendations to improve network performance and customer experience, such as optimising Wi-Fi coverage or resolving latency issues.
Required Skills & Experience:
- Proven experience in 2nd line telecoms support or similar IT service desk roles, with hands-on knowledge of telecom systems including VoIP, broadband, Wi-Fi networks, and PBX systems.
- Strong technical troubleshooting skills across various telecom technologies, including DSL, Fibre broadband, Wi-Fi signal troubleshooting, IP phone systems, and mobile data services.
- Familiarity with network protocols such as TCP/IP, DNS, and DHCP, and experience with network performance tools.
- Knowledge of SIP, VoIP call quality management, and experience with call routing systems.
- Excellent communication skills, capable of explaining complex technical issues in an easy-to-understand manner for customers.
- Ability to manage escalated support cases, offering fast, accurate resolutions while maintaining high levels of customer satisfaction.
- Experience with ticketing systems, logging, and prioritising support requests in line with SLAs.
- Proactive in identifying and resolving technical issues before they escalate.
Interested? Apply now!
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
