Remote Telecoms Support Engineer

About the Role

Our client is looking for a dedicated and skilled Remote Telecoms Support Engineer to join their dispersed team, supporting operations based out of Cardiff . In this fully remote position, you will be the first point of contact for technical issues related to our client's telecommunications services, providing essential support to customers and internal teams. You will diagnose and resolve a wide range of technical problems, ensuring minimal disruption and maximum customer satisfaction. This role is perfect for an organised individual with excellent communication skills who thrives in a remote working environment and is passionate about delivering exceptional technical support.

Key Responsibilities

• Provide first-line technical support for telecoms services via phone, email, and chat.
• Diagnose, troubleshoot, and resolve hardware and software issues related to networking and communication systems.
• Escalate complex technical problems to senior support engineers or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Assist customers with service configuration, troubleshooting, and general inquiries.
• Contribute to the knowledge base by creating and updating support documentation and FAQs.

Requirements

• Proven experience in a technical support or helpdesk role, preferably within the telecommunications sector.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and common operating systems.
• Familiarity with common telecom technologies such as VoIP, routers, and modems.
• Excellent problem-solving skills and the ability to work independently with minimal supervision.
• Strong customer service orientation and excellent verbal and written communication skills.
• Must have a reliable internet connection and a dedicated workspace suitable for remote work.

Benefits

• Competitive salary commensurate with experience.
• Full remote working flexibility, allowing you to work from anywhere in the UK.
• Comprehensive private medical insurance.
• Generous holiday allowance and company-provided equipment.
• Opportunities for training and professional development in the telecom field.