Responsibilities
* Provide technical support and expert communication by email, phone and ticketing systems
* Use advanced listening and de‑escalation techniques to guide customers and colleagues
* Lead investigations into complex, multi‑system issues
* Analyse patterns, identify root causes, and document findings clearly
* Contribute to improving diagnostic processes and future troubleshooting approaches
* Lead projects or workstreams that improve tools, processes, or customer experience
* Support incident response by coordinating information and reviewing outcomes
* Suggest and test improvements to workflows, communication, and support processes
* Contribute to cross‑departmental initiatives and share insights that support product or service development
Qualifications
* Significant experience in technical support or a similar environment
* Confidence investigating complex technical, multi‑system, or network‑related issues
* Experience troubleshooting cellular and IT infrastructure issues
* Proven experience in providing expert diagnostics, diagnosing complex mechanical and electrical issues, and advising on compliance testing across batteries, switch configurations, and radio connectivity
* Ability to lead projects and contribute to cross‑departmental work
* Clear written and verbal communication, especially in challenging situations
Benefits
* 25 days annual leave plus bank holidays and an extra day off for your birthday
* Company pension scheme
* Enhanced sick pay
* Enhanced maternity and paternity pay
* Training and development opportunities, with clear pathways for progression
* Discounts in selected local businesses
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