Hybrid Technical Support Engineer - Customer Faults

Gamma; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is recruiting for a Manchester-based role in our managed services team. You will own customer issues from initial query to resolution, delivering excellent service and taking ownership of fault management throughout the journey.

Day-to-day tasks include diagnosing issues, collaborating with other teams, guiding customers through product features, and maintaining fault records in our ticketing system. We value development mindset and clear communication.

Qualifications

• Experience in customer care or helpdesk environments.
• Experience in high-volume technical support/provisioning teams is desirable.
• Proficient computer literacy and basic diagnostic understanding.
• Knowledge of WLR/VOIP beneficial.
• Strong written and verbal communication skills.
• Attention to detail and ownership of work.
• Willingness to learn and develop.

Responsibilities

• Provide exceptional customer support by diagnosing issues and resolving them.
• Investigate faults and collaborate with other teams for solutions.
• Advise customers on product features and guide through processes.
• Coordinate with team leads to resolve technical complaints.
• Manage faults via the ticketing system and track progress.
• Take on additional responsibilities aligned with the managed services strategy.

Skills

Customer care

Technical support

Computer literacy

VOIP knowledge

Attention to detail

Communication skills

Willingness to learn

Job description

Gamma is recruiting for a Manchester-based role in our managed services team. You will own customer issues from initial query to resolution, delivering excellent service and taking ownership of fault management throughout the journey.

Day-to-day tasks include diagnosing issues, collaborating with other teams, guiding customers through product features, and maintaining fault records in our ticketing system. We value development mindset and clear communication.