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Job Overview
A leading technology-driven organization is seeking a technically skilled and customer-focused Technical Support Engineer to join its Global Customer Support team in Pool, Redruth. This is a hands-on role supporting a global client base across satellite communications, IP networking, and firewall technologies.
As a senior engineer on shift, you will play a key role in mentoring junior staff, resolving complex technical issues, and maintaining operational excellence within a 24/7 support environment.
Key Responsibilities
1. Provide 2nd line technical support across satellite, networking, and IT infrastructure technologies.
2. Proactively monitor and respond to network and system alerts, resolving issues in line with SLAs.
3. Troubleshoot IP routing, switching, and RF-related faults across customer and internal systems.
4. Deliver exceptional customer service, managing support tickets from initial contact to resolution.
5. Assist in training and mentoring junior team members to ensure continuous improvement.
6. Ensure accurate documentation and logging of all technical support activities using internal systems.
7. Contribute to the development and refinement of support processes and technical documentation.
Essential Qualifications
* Proven experience in a technical support or network operations role.
* Strong IP networking knowledge and troubleshooting skills.
* Excellent communication and customer service skills.
* Self-motivated with the ability to work independently in a fast-paced environment.
* Willingness to work on a 24/7 shift rota.
Desirable Qualifications
* Experience supporting satellite communications or working in a NOC.
* Familiarity with systems such as Inmarsat, VSAT, BGAN, Intellian, Seatel, Iridium, or Thuraya.
* Networking certifications like CCNA, JNCIA, or similar.
* Background supporting MOD or defense-related clients.
Benefits
* Competitive salary based on experience.
* Structured training and development program.
* Exposure to cutting-edge technologies and global networks.
* Opportunities for career progression within a growing support team.
Additional Information
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
Location: Pool, Redruth
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