Overview

Join to apply for the 2nd Line Technical Support role at Global 4.What we offer

50% off our Broadband and Utility packages, completely free after two years£1,000 Refer A Friend Scheme25 days holiday allowance plus bank holidays - increasing up to 30 days with length of service£250 Bright Ideas SchemeQuarterly Top Performer''s Day OutBuy and Sell holiday allowance schemeDeath in service benefitFriday fridgePaid Charity leaveWhat you will be doing

Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms.Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements.Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues.Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle.What we need from you

A passion for telecoms and customer supportA natural focus on quality and solution drivenCustomer driven, proactively seeking to exceed customer expectationsDemonstrable experience of driving quality throughout a team and organisationEffective handling of customer complaintsHold strong customer conflict skills and naturally customer centricExcellent interpersonal and communication skillsNaturally hands on and passionate about supporting with team workloadStrong organisational skills and ability to multitask in a fast paced, growing businessAn aptitude for problem solving and strong attention to detailEstablished experience within customer service - Warm and open approach to customersFlexible to the needs of the businessProactive team player, with experience in a fast-paced environmentStrong understanding of configuration of routersStrong personal interest in IT / TelecomsSeniority level

Not ApplicableEmployment type

Full-timeJob function

Information TechnologyIndustries

IT Services and IT Consulting

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