Telecoms Support Engineer

About the Role

Our client is seeking a dedicated and technically proficient Telecoms Support Engineer to provide expert technical assistance and troubleshooting for their customer base in Derby, Derbyshire . This role is crucial for ensuring customer satisfaction by resolving technical issues related to telecommunications services and equipment promptly and effectively. You will act as a key point of contact for technical queries, diagnose complex problems, and escalate issues when necessary, working within a supportive and collaborative team environment. The ideal candidate has a strong understanding of telecoms systems and excellent problem-solving abilities.

Key Responsibilities

• Provide first and second-line technical support for a range of telecoms products and services .
• Diagnose and resolve hardware, software, and connectivity issues for customers.
• Guide customers through troubleshooting steps and provide clear, concise solutions.
• Escalate unresolved issues to senior engineers or relevant departments, ensuring timely follow-up.
• Maintain accurate records of support interactions and resolutions in the ticketing system.
• Contribute to the knowledge base by documenting common issues and their solutions.
• Identify trends in support requests and provide feedback for product and service improvement.

Requirements

• Experience in a Technical Support role, preferably within the telecoms industry .
• Solid understanding of IP networking, routers, modems, and VoIP technologies .
• Excellent troubleshooting skills and the ability to diagnose complex technical problems.
• Strong communication and customer service skills, with patience and empathy.
• Familiarity with CRM and ticketing systems.
• Ability to work independently and as part of a team in Derbyshire .

Benefits

• Competitive salary and performance incentives.
• Hybrid working model offering flexibility.
• Comprehensive training programs on telecoms technology .
• Opportunities for career progression within the support function.
• A friendly and supportive work culture in Derby .