Responsibilities
* Provide clear and calm communication by email, phone and ticketing systems
* Explain technical issues in a straightforward way.
* Use active listening and de-escalation techniques when needed.
* Investigate complex issues using tools such as logs, protocols, and device data.
* Identify root causes and document findings clearly.
* Support digital alarm protocols (E.g. SCAIP, SIP) and network behaviour.
* Lead small projects or improvements.
* Help maintain accurate CRM records and documentation.
* Support incident response with clear communication and organised actions.
Qualifications
* Experience in technical support or a similar environment.
* Confidence troubleshooting multi-system or network-related issues.
* Clear written and verbal communication.
* Ability to work independently with support available when needed.
* Interest in learning about digital protocols, cellular networks, or device behaviour.
* A calm, structured approach to problem solving.
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