Salary: £35,000
Hours: 8:30 - 5:30 Monday to Friday + OOH Support
Location: Birmingham, West Midlands
Are you ready to embrace a new challenge? We are seeking an enthusiastic, hardworking and ambitious individual who would like an opportunity to build their career. If you enjoy a fun and social work environment along with having the opportunity to develop your skillset further, this is worth exploring!
We're not your average Managed Services Provider. With an impressive near-on 5-star Trustpilot rating and ISO 9001, 14001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey.
What will you be doing?
Visit client sites to deliver IT & Telco solutions as a Field Engineer.
Collaborate with Technical and Client Experience Teams, acting as a single point of contact for issues, changes, and queries.
Provide 2nd and 3rd line end user support, troubleshooting complex IT & Telco problems, including escalations from support teams, customers, and third parties.
Monitor customer systems remotely, perform daily system checks, and report on system health.
Take full ownership of user issues, follow up on problem statuses, and communicate progress professionally and promptly.
Publish support documentation to assist team members and customers; provide training if needed.
Work with the Client Experience Team to monitor services, escalate alerts, and ensure timely actions.
Recommend process improvements or technical changes to future-proof support services; promote our global offerings where appropriate.
Assist with onboarding new clients by understanding and documenting their environments for confident support.
Attend client sites for proactive or reactive support based on customer or ticket demands.
Share extensive technical knowledge, act as an escalation point for complex faults, and facilitate knowledge sharing and upskilling.
Clearly articulate technical issues and solutions to customers, translating technical language into understandable terms.
Collaborate proactively within the team, pursuing self-development and technical upskilling.
Diagnose and resolve faults within SLAs, identify recurring issues, and implement permanent solutions.
Configure and maintain customer solutions to high standards.
Adhere to company work instructions, log information accurately, and comply with ISO and GDPR regulations.
Required Skills & Experience
Strong IT, connectivity, and VoIP expertise.
Effective customer engagement skills.
Persistent, willing to go the extra mile.
Attention to detail, good listening, and learning ability.
Ability to develop technical and service delivery skills.
Strong interpersonal skills for cross-functional collaboration.
Logical problem-solving approach following documented processes.
Experience driving quality within teams and organisations.
Hands-on, passionate about supporting workload.
Excellent organizational skills and multitasking ability in a fast-paced environment.
Problem-solving aptitude with high attention to detail.
Proven customer service experience, warm and approachable manner.
Flexible to business needs, proactive team player.
Strong networking knowledge, including router configuration and advanced Wi-Fi solutions.
Passionate about IT/Telecoms.
Customer-centric, with excellent communication skills to build trust and empathy.
Willing to coach and support colleagues' development.
Professional, approachable, courteous, and presentable.
Ambitious, leads by example, maintains a positive attitude.
Holds a clean UK driving license.
Flexible with travel, including client site visits and occasional overnight stays.
Who are Global 4?
Here at Global 4, We Love Tech and offer a range of services and products to support businesses across the whole of the UK. Our vision is to solve our clients technology challenges, by advising and implementing the right solution, and always demonstrating best in class service excellence. We offer a wide range of solutions, from cloud telephony, IT, CCTV & Security services, data connectivity and mobiles as well as energy.
As a forward-thinking business utilising the latest technology, we support a wide range of clients in multiple industry verticals. Our Trustpilot rating proudly sits at near-on 5 stars in demonstration of our Exceptional Service whilst our internal processes and security are backed by ISO 9001, 14001 and 27001 accreditations! The experience we provide our clients with is unparalleled, and our proposition enables us to welcome hundreds of new clients every year whilst retention is at an all-time high.
With a clear vision and strong values, Global 4 is looking to expand its incredible team and require driven, passionate, and personable professionals to join their mission. We continue to Grow Together, investing in our people and our product offering. If you're looking for a change, for a challenge, for reward, and can Work Hard, Play Hard, now is the time to join Global 4!
What benefits will you receive?
50% off our Broadband & Utility packages, completely free after two years.
33 days holiday allowance including bank holidays.
5 additional days leave granted based upon length of service.
£250 Bright Ideas Scheme.
Kudos Employee Recognition Scheme - Including Days Out.
Buy & Sell holiday allowance scheme.
Death in service benefit.
Pension scheme.
Complimentary fresh fruit, tea, and coffee.
Eye care vouchers.
Friday fridge.
Company lunches.
£1,000 Refer A Friend Scheme.
Fun incentives.
Paid Charity leave. #J-18808-Ljbffr