Remote Telecoms Support Engineer

About the Role

Our client is looking for a motivated Remote Telecoms Support Engineer to join their expanding technical support division, operating from a remote-first model. This position is integral to providing high-level technical assistance and ensuring the seamless operation of telecommunications systems for clients across the UK. You will diagnose and resolve complex technical issues, manage support tickets, and contribute to knowledge base articles, all while working from the comfort of your home office. This is an ideal role for a self-starter who excels in a virtual environment and possesses a deep understanding of telecommunications technologies.

Key Responsibilities

• Provide remote technical support for a range of telecommunications products and services via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues reported by customers.
• Escalate complex issues to senior engineers or relevant departments, ensuring timely resolution.
• Maintain detailed records of support interactions, solutions, and customer feedback in the ticketing system.
• Develop and update technical documentation, FAQs, and troubleshooting guides.
• Contribute to continuous improvement initiatives for support processes and service quality.

Requirements

• Proven experience in a telecoms support role or similar technical support position.
• In-depth knowledge of telecommunications systems, including VoIP, mobile networks, and broadband technologies.
• Familiarity with network protocols and troubleshooting tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Strong organizational and time management skills, essential for remote work.
• Ability to work independently and as part of a distributed team.

Benefits

• Competitive remote salary and performance bonuses.
• Flexible working hours to support work-life balance.
• Home office equipment allowance.
• Access to online training and professional development resources.
• A supportive and collaborative remote team culture.