Support Engineer

Salary: £24,500 - 27,000 per year

Requirements

• 1+ years of experience in customer service, telecommunications industry is a plus
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with CRM systems
• Outlook 365 knowledge
• Self-starter with a focus on solving problems and providing solutions
• Solid organisational ability and a high attention to detail
• Customer-centric approach to service delivery
• Consistent exercise of independent judgment and discretion in matters of significance
• Good written and verbal communications skills
• Problem solver and solution provider

Responsibilities

• Handle and prioritise tickets related to customer faults, achieving resolutions within agreed SLAs
• Log, categorise, and prioritise customer tickets in line with the relevant ticket banding and type
• Conduct diagnosis of faults and attempt documented fixes; escalate to 2nd line support or 3rd party providers as necessary
• Perform end-to-end problem isolation and troubleshooting of service quality issues
• Work with customers, internal or external, to resolve issues and ensure a positive experience
• Complete assigned daily tasks to ensure optimal network performance and end service for customers
• Conduct remote installations and assist in training customers as needed
• Provide technical support to field sales for complex assistance
• Cover other areas in the Hosted & Connectivity department where needed
• Resolve SIP/VoIP faults, call quality issues, or routing of traffic
• Troubleshoot network and router issues, identifying root causes
• Assist on-site with any faults and identifying root causes of issues

Technologies

• CRM
• Support
• Network
• Office 365

More

We are a dedicated telecommunications company committed to providing outstanding customer service and solutions. Our team is passionate about solving problems and ensuring a positive experience for our customers. We offer a competitive salary ranging from £24,500.00 to £27,000.00 per year along with benefits including company events, a pension scheme, gym membership, on-site parking, private medical insurance, and a referral programme. This position is full-time and located in-person.

last updated 15 week of 2026