Telecoms Support Engineer

About the Role

Our client is seeking a skilled and responsive Telecoms Support Engineer to join their remote support team, servicing clients across the UK from their base near Norwich . This role is pivotal in providing technical assistance and resolving issues for customers using our client's telecommunications services and equipment. You will be the first line of defence in troubleshooting, offering solutions via phone, email, and remote access tools. The ideal candidate possesses excellent communication skills, a calm demeanor under pressure, and a strong technical aptitude for diagnosing and resolving common telecoms problems. This fully remote position offers the chance to make a significant impact on customer satisfaction and network reliability.

Key Responsibilities

• Provide technical support to customers regarding their telecoms services , including internet, voice, and mobile solutions.
• Troubleshoot and diagnose hardware and software issues related to network equipment and services.
• Guide customers through step-by-step solutions, using remote access tools where necessary.
• Document all support interactions, issues, and resolutions accurately in the CRM system.
• Escalate unresolved issues to higher-level support tiers or relevant engineering teams.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• Previous experience in a technical support role, preferably within the telecommunications sector.
• Good understanding of networking concepts such as TCP/IP, Wi-Fi, and basic router/modem configuration.
• Proficiency with common operating systems (Windows, macOS) and remote support tools.
• Excellent problem-solving abilities and customer service orientation.
• Strong verbal and written communication skills.
• Ability to work independently and manage time effectively in a remote setup.

Benefits

• Competitive salary of 50000 per annum.
• Fully remote working arrangement, allowing flexibility.
• Comprehensive health insurance coverage.
• Opportunities for continuous learning and career development.
• A collaborative and supportive virtual team culture.