Remote Telecoms Support Engineer

About the Role

Our client is seeking a dedicated and skilled Remote Telecoms Support Engineer to provide essential technical assistance to customers and internal teams. Operating from a fully remote capacity, you will be responsible for diagnosing and resolving a wide range of telecommunications issues, ensuring our clients' services operate smoothly. This role demands excellent troubleshooting skills, a customer-centric approach, and the ability to work independently while maintaining high standards of service delivery. You will be a key point of contact for technical support, contributing to customer satisfaction and the reliability of our telecommunications offerings.

Key Responsibilities

• Provide first and second-level technical support for various telecommunications services and equipment via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to voice, data, and mobile communication systems.
• Guide customers through step-by-step solutions and provide clear, concise technical instructions.
• Document all support interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical problems to senior support teams or engineers when necessary.
• Contribute to the development of knowledge base articles and support documentation.

Requirements

• Proven experience in a technical support or help desk role, preferably within the telecoms industry.
• Strong understanding of telecommunications concepts, including VoIP, IP networking, and mobile technologies.
• Excellent diagnostic and problem-solving skills with a customer-focused attitude.
• Proficiency in using remote support tools and ticketing systems.
• Good communication and interpersonal skills, with the ability to explain technical issues clearly.
• Ability to manage time effectively and work independently in a remote environment, supporting clients across various time zones.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive remote work setup allowance and benefits.
• Opportunities for career progression and training in new telecoms technologies.
• Flexible working hours, allowing for excellent work-life balance.
• The chance to work with a dynamic and supportive team from home.