Overview
Global 4 – Horsham, England, United Kingdom
What will you be doing?
* Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
* Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).
* Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms.
* Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.
* Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
* Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
* Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
* Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements.
* Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues.
* Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.
* Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
* Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle.
What do we need from you?
* A passion for telecoms and customer support.
* A natural focus on quality and solution driven.
* Customer driven, proactively seeking to exceed customer expectations.
* Demonstrable experience of driving quality throughout a team and organisation.
* Effective handling of customer complaints and strong customer conflict skills.
* Excellent interpersonal and communication skills.
* Hands-on and collaborative, with the ability to support team workload.
* Strong organisational skills and ability to multitask in a fast-paced, growing business.
* Aptitude for problem solving and strong attention to detail.
* Established experience within customer service with a warm and open approach.
* Flexible to the needs of the business and proactive in a fast-paced environment.
* Strong understanding of router configuration and IT/Telecoms interest.
Details
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Information Technology
* Industry: IT Services and IT Consulting
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