Senior Telecoms Support Specialist

About the Role

Our client is seeking a highly experienced Senior Telecoms Support Specialist to join their team, operating on a hybrid basis from our Oxford office. You will provide advanced technical support for a range of telecommunications systems and services, acting as a key point of contact for complex customer issues. Your expertise will be vital in ensuring the smooth operation of our client's network and delivering exceptional service to their customer base. This role requires a deep understanding of telecom technologies and a commitment to resolving issues efficiently and effectively.

Key Responsibilities

• Provide Tier 2/3 technical support for telecommunications hardware and software issues.
• Diagnose and resolve complex customer-reported problems, escalating when necessary.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Train and mentor junior support staff on technical procedures and best practices.
• Monitor system performance and proactively identify potential issues.
• Collaborate with engineering and product teams to provide feedback for product improvements.

Requirements

• Bachelor's degree in IT, Telecommunications, or a related field, or equivalent experience.
• 5+ years of experience in a telecoms support or technical specialist role.
• In-depth knowledge of voice, data, and mobile telecommunications technologies.
• Strong troubleshooting and analytical skills.
• Excellent customer service and communication abilities.
• Experience with ticketing systems and remote support tools.

Benefits

• Competitive salary and performance-based incentives.
• Hybrid working model offering flexibility and work-life balance.
• Comprehensive health, dental, and life insurance.
• Generous paid time off and pension scheme.
• Opportunities for professional development and career progression.