2nd Line Technical Support

OverviewJoin to apply for the 2nd Line Technical Support role at Global 4. What we offer50% 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 doingProvide 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 youA 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 levelNot Applicable Employment typeFull-time Job functionInformation Technology IndustriesIT Services and IT Consulting#J-18808-Ljbffr

Created: 2025-09-08