Remote Senior Telecoms Support Engineer

About the Role

Our client is seeking a highly experienced Senior Telecoms Support Engineer to join their fully remote technical support team, serving customers across the UK, including those in Liverpool . This role is vital for providing advanced technical assistance, troubleshooting complex issues, and ensuring the highest levels of service for our client's telecommunications products and solutions. You will be a key resource for resolving challenging customer problems, contributing to knowledge base development, and mentoring junior support staff. This position offers significant flexibility and the opportunity to work from anywhere within the UK.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex telecommunications systems and services.
• Diagnose and resolve hardware, software, and network-related issues reported by customers.
• Act as a technical escalation point for complex customer issues, working towards rapid and effective resolution.
• Develop and maintain comprehensive technical documentation, including FAQs, troubleshooting guides, and best practice articles.
• Collaborate with product development and engineering teams to identify and report bugs or product enhancements.
• Contribute to the training and development of junior support engineers.
• Ensure all support activities are meticulously documented within the customer relationship management (CRM) system.

Requirements

• 5+ years of experience in a senior technical support or systems engineering role within the telecoms industry.
• In-depth knowledge of telecommunications protocols, networking concepts, and relevant hardware/software.
• Proven ability to troubleshoot and resolve complex technical problems under pressure.
• Excellent communication, interpersonal, and customer service skills.
• Experience with CRM systems and remote diagnostic tools.
• Ability to work independently and manage workload effectively in a remote setting.

Benefits

• Highly competitive salary with potential for performance bonuses.
• Fully remote working arrangement with all necessary equipment provided.
• Comprehensive health, dental, and vision insurance plans.
• Generous holiday allowance and paid sick leave.
• Significant budget for professional development, training, and certifications.
• Opportunity to make a significant impact on customer satisfaction and product development.