Telecoms Support Engineer

About the Role

Our client is seeking a customer-focused Telecoms Support Engineer to join their team in Portsmouth . This role is essential for providing first and second-line technical support to customers experiencing issues with their telecommunications services. You will be responsible for diagnosing problems, offering solutions, and escalating complex issues when necessary, ensuring a high level of customer satisfaction. The ideal candidate is a patient problem-solver with excellent communication skills and a foundational understanding of telecommunications technology, dedicated to providing outstanding service within a local support structure.

Key Responsibilities

• Respond to customer support requests via phone, email, and ticketing system.
• Diagnose and resolve technical issues related to broadband, voice, and mobile services.
• Provide clear and concise instructions to customers on troubleshooting steps.
• Escalate unresolved issues to senior support staff or relevant departments with detailed information.
• Maintain accurate records of customer interactions and issue resolutions in the CRM system.
• Assist with customer onboarding and provide basic guidance on service setup.

Requirements

• Previous experience in a technical support or customer service role, preferably within the telecoms sector.
• Basic understanding of networking concepts, internet connectivity, and common hardware (routers, modems).
• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills, with the ability to explain technical concepts simply.
• Patience and a customer-centric approach to service delivery.
• Familiarity with helpdesk software and ticketing systems is advantageous.

Benefits

• Competitive starting salary with opportunities for review.
• On-the-job training and development in telecoms technologies .
• Pension scheme and holiday pay.
• A friendly and supportive team environment.
• Potential for advancement into more specialized technical roles.