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Technical Support Engineer

Horsham, Sussex
Job Type
8 Sep 2022

Salary: £26,000 - £30,000 DOE

Joining Bonus: Joining bonus of £1,500!

Hours: Monday to Friday 08:30 - 17:30

Holiday: 25 days + bank holidays

Location: Horsham, West Sussex

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 4.9 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 23 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.

Global 4 are seeking an enthusiastic and experienced professional to join and support to development our Business Customer Support team as a Customer Support Engineer. You'll 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 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, will be highly organised, focused and passionate about customer service.

What benefits will you receive?

50% off our Broadband & Utility packages, completely free after two years

£1,000 Refer A Friend Scheme

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

Eye care vouchers

Friday fridge

Company lunches

Company bonus scheme

Fun incentives

Paid Charity leave

What will you be doing?

Provide extensive and complex technical knowledge to our customers - Be the escalation point for the team, for more complicated faults, ensuring you're sharing knowledge and upskilling accordingly.

Experienced at providing technical telecoms support to customers, delivering excellent customer service.

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

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.

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?

Minimum of 2 years in telecoms support

A natural focus on quality and solution driven.

Customer driven, proactively seeking to exceed customer expectations.

Demonstrable experience of driving quality throughout a team and organisation

Effective handling of customer complaints

Hold strong customer conflict skills and naturally customer centric.

Excellent interpersonal and communication skills

Naturally hands on and passionate about supporting with team workload.

Strong organisational skills and ability to multitask in a fast paced, growing business.

An aptitude for problem solving and strong attention to detail.

The ability to train staff and provide meaningful feedback.

Proven experience within customer service - Warm and open approach to customers

Flexible to the needs of the business

Proactive team player, with experience in a fast-paced environment

Excellent Global 4 product knowledge

Consistent successful KPI performance

Strong understanding of configuration of routers.

Strong personal interest in IT / Telecoms

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  • Job Reference: 707326730-2
  • Date Posted: 8 September 2022
  • Recruiter: Global 4 Communications Ltd
    Global 4 Communications Ltd
  • Location: Horsham, Sussex
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent