Technical Support Engineer

Salary: £25,000 - £30,000 (depending on experience)

Hours: Monday to Friday 08:30 – 17:30

Holiday: 25 days + bank holidays

Location: Hybrid/ Horsham, West Sussex.

Who are we?

Global 4 deliver a range of services to business clients across the whole of the UK, from cloud telephone systems, data connectivity and mobiles through to gas & electricity. As a forward-thinking business utilising the latest technology, Global 4 support a wide range of clients employing between one employee and thousands!

Our class-leading service is unparalleled, and our proposition enables us to welcome hundreds of new customers every year whilst retention is at an all-time high. Our business continues to grow, and we need like-minded, hard-working, and adept individuals to support this growth.

Need more proof? Our Trustpilot ratings proudly sit at 5 stars in demonstration of customer satisfaction whilst our internal processes and security are backed by ISO 9001 and 27001 accreditations!

Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer. We have been established for over 25 years and offer our staff job security with none of the team placed on furlough over the last year during the pandemic. Our business is the perfect place to forge your career.

What benefits will you receive?

• 50% off our Broadband & Utility packages, completely free after two years
• 33 days holiday allowance including bank holidays
• 5 additional days leave granted based upon length of service
• £250 Bright Ideas Scheme
• Kudos Employee Recognition Scheme – Including Days Out
• Buy & Sell holiday allowance scheme
• Death in service benefit
• Pension scheme
• Complimentary fresh fruit, tea, and coffee.
• Eye care vouchers
• Friday fridge
• Company lunches
• Company bonus scheme
• £1,000 Refer A Friend Scheme
• Fun incentives
• Paid Charity leave

What will you be doing?

As an integral part of the team, the Technical Support Engineer will be the second escalation point for all inbound faults, ensuring our customers receive clear and realistic expectations on how long a fix can take whilst communicating regular updates. Ideally, you’ll have had a minimum of 2 years’ experience in a Technical Support role and you will hold a wealth of telecoms and VOIP (essential) and PBX knowledge. You will be a driven team player, proactively providing regular updates and ensuring outstanding customer service and smooth customer experiences. This is a challenging and fast paced environment where there are tight deadlines to meet and SLAs to beat which relies on having great attention to detail. The successful candidate will hold strong technical telecoms knowledge, and expert knowledge of VOIP systems and technology is essential. You must be highly organised, focused and passionate about customer service.

Responsibilities include:

• Ensure all communicated information to the customer is clear and concise, setting clear expectations and next steps.
• Deliver outstanding customer service with the ability of setting clear expectations.
• Support team workload by taking on ad hoc tasks when required.
• Demonstrate an exceptional attention to detail - all communication both internally and externally must be clear and concise.
• Proactively liaise between teams to ensure the customer gets the quickest resolution possible.
• Adhere to company work instructions, including accurate logging of information and setting next actions - Complying with ISO and GDPR practices.

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  Ensuring all work is carried out to a high standard of quality and tested accordingly to ensure no negative impact to the customer.
• Proactively work programming and divert queues to ensure SLAs are met for all priority levels.
• Work collaboratively within the team. Be pro-active when it comes to self-development especially with technical problem solving.
• Be motivated and welcoming to any other duties as appropriately assigned by management.
• Be an ambitious member of the team who leads by example and provide an infectious and positive attitude.
• Proven technical knowledge and experience - Be the escalation point for the team, for more complicated faults, ensuring you’re sharing knowledge and upskilling accordingly. Proactively escalate relevant and more complex work where required to senior engineer.
• Hold a strong understanding of line and broadband faults.
• Minimum 2 years experience with VOIP telephone systems such as 8x8, Telcoswitch, NFON or similar.
• Responsible for accurately diagnosing and resolving customer faults within defined SLA's, identifying trends and repeat faults to get a final solution.
• Proactively work programming and divert queues to ensure SLAs are met for all priority levels.
• Ability to build, configure and maintain all customer solutions to a high standard.
• Articulate a strong technical understanding of the fault and solution required and breakdown technical definitions to a basic understanding for our customers.

What do we need from you?

• Customer driven, proactively seeking to exceed customer expectations.
• Excellent interpersonal and communication skills

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  Hold strong customer conflict skills and naturally customer centric.
• Strong understanding of configuration for routers – experience or Certification in Draytek is a plus.
• Minimum of 2 years’ experience in a 2nd line support position with 8x8 or similar platform. Qualified UCAS Support Cert preferred.
• Strong personal interest in IT / Telecoms
• Proven experience within customer service
• Strong organizational skills and ability to multitask in a fast paced, growing business.
• An aptitude for problem solving and strong attention to detail.

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  Warm and open approach to customers, an attentive listener and natural problem solver
• Flexible to the needs of the business

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  Proactive team player, with experience in a fast-paced environment
• Strong Global 4 product knowledge

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  A natural focus on quality and solution driven.
• Minimum of 2 years in a Telecoms Support role

For further details, please contact our in-house recruitment team either by email: recruitment@global4.co.uk or by telephone on 01403 272910.