Overview
Join to apply for the 2nd Line Technical Support role at Global 4.
What we offer
* 50% off our Broadband & Utility packages, completely free after two years
* £1,000 Refer A Friend Scheme
* 25 days holiday allowance plus bank holidays - increasing up to 30 days with length of service
* £250 Bright Ideas Scheme
* Quarterly Top Performer's Day Out
* Buy & Sell holiday allowance scheme
* Death in service benefit
* Friday fridge
* Paid Charity leave
What you will 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 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
* Hold strong customer conflict skills and naturally customer centric
* Excellent interpersonal and communication skills
* Naturally hands on and passionate about supporting with team workload
* Strong organisational skills and ability to multitask in a fast paced, growing business
* An aptitude for problem solving and strong attention to detail
* Established experience within customer service - Warm and open approach to customers
* Flexible to the needs of the business
* Proactive team player, with experience in a fast-paced environment
* Strong understanding of configuration of routers
* Strong personal interest in IT / Telecoms
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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