2nd Line Support Engineer - Telecoms

Coconut Lime Ltd; Horsham; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Coconut Lime Ltd in Horsham, West Sussex, is seeking a 2nd Line Service Desk Engineer to join a busy telecoms support team. The role is full-time with hybrid working: four days in the office and one day at home each week.

You will handle 2nd line tickets, troubleshoot telecoms, VoIP and connectivity issues, and work with colleagues across technical and customer-facing teams to resolve problems and keep customers happy.

Qualifications

• Experience in a Service Desk or Technical Support environment.
• Experience providing 2nd line support.
• Ability to diagnose and troubleshoot technical issues.
• Strong communication skills and customer focus.

Responsibilities

• Managing and resolving 2nd line support tickets.
• Troubleshooting telecoms, VoIP and connectivity issues.
• Escalating complex issues and following through to resolution.
• Supporting customers via phone, email and remote tools.
• Working with colleagues across technical and customer-facing teams.
• Maintaining accurate ticket updates and technical documentation.
• Delivering excellent customer service while meeting service levels.
• Assisting with service requests, faults and change activities.

Skills

Service desk experience

2nd line support

Communication skills

Organised

Prioritisation

Tools

8x8 solutions

Gamma products

VoIP technologies

Remote support tools

Job description

Fed up with being just another number on a busy service desk? Do you enjoy getting stuck into technical issues and seeing them through to resolution?

Looking for a role where your telecoms knowledge is genuinely valued and developed?

This is a full-time, permanent 2nd Line Service Desk Engineer role, focused on supporting telecoms solutions for business customers.

Working pattern & location

You'll be based in Horsham,West Sussex, with a hybrid working pattern of four days in the office and one day working from home each week.

What you can expect

You'll receive:

• A generous basic salary of £30,000 to £35,000
• Clear expectations and support from an experienced team
• Ongoing training and development opportunities
• A stable, growing business where your contribution is recognised

No moving goalposts. No unnecessary pressure. Just clear objectives and the support you need to do your job well.

What you'll actually be doing

You'll be part of a busy technical support team, providing 2nd line assistance to business customers and helping resolve a wide range of telecoms-related issues.

Your role will include:

• Managing and resolving 2nd line support tickets
• Troubleshooting telecoms, VoIP and connectivity issues
• Escalating complex issues where required and seeing them through to resolution
• Supporting customers via phone, email and remote support tools
• Working closely with colleagues across technical and customer-facing teams
• Maintaining accurate ticket updates and technical documentation
• Delivering excellent customer service while meeting agreed service levels
• Assisting with service requests, faults and change activities

What we're looking for

Ideally, you'll:

• Have experience working within a Service Desk or Technical Support environment
• Have previous experience providing 2nd line support
• Be comfortable diagnosing and troubleshooting technical issues
• Have strong communication skills and enjoy helping customers
• Be organised, proactive and able to manage multiple priorities

It would be particularly beneficial if you have:

• Telecoms industry experience
• Knowledge of hosted telephony platforms
• Experience supporting8x8 solutions
• Experience supporting Gamma products and services
• Exposure to networking, VoIP or unified communications technologies

A bit about the environment

If you're looking for somewhere you'll be trusted to get on with the job, this could be exactly what you're after.

This is a business that:

• Invests in its people
• Encourages continuous learning and development
• Values teamwork and collaboration
• Trusts employees to take ownership of their work
• Focuses on delivering great outcomes for customers rather than micromanagement

You'll be supported to develop your technical skills whilst being given the autonomy to make a genuine impact.

Coconut Lime is acting as a recruitment partner in sourcing candidates for this role on behalf of our client.