Tech Support Engineer (1st/2nd Line) – Broadband & VOIP

5G Communications; High Wycombe; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

5G Communications is seeking a Technical Support Engineer in High Wycombe to join a strong team providing 1st and 2nd line technical support for customers. You will diagnose faults across broadband, email, VPN, routers, and VOIP, liaising with other departments and suppliers to ensure timely resolutions.

The role requires good knowledge of networking, PBX and mail systems, with a focus on delivering prompt, practical solutions and keeping up to date with IT policies and best practices.

Qualifications

• General basic knowledge of analogue and digital technology.
• General knowledge of Microsoft Windows.
• General technical knowledge of networking.
• Basic knowledge of PBX and PDQ equipment.
• General knowledge of ISDN technologies.
• General technical knowledge of the internet e.g. ADSL.
• General basic knowledge on TCP/IP.
• Basic technical knowledge of web platforms.
• Good knowledge of mail platforms (IMAP, SMTP, POP3).
• General knowledge of DNS.
• Exposure to mail clients.

Responsibilities

• Resolve faults and provide temporary solutions.
• Take responsibility for the fault from first contact to resolution.
• Diagnose and understand customers' faults with broadband, lines, email, wireless, VPN, routers and VOIP.
• Liaise with other departments regarding customer issues/faults.
• Report new faults to suppliers and chase for updates.
• Coordinate with Openreach engineers and IT support as needed.
• Stay updated on technical support issues and best practices.
• Register/transfer domains and configure POP3 email accounts.
• Configure and troubleshoot POP3/Exchange email clients and VOIP issues.
• Resolve specified issues within 15 minutes: email setup, SMTP, router config, NAT/port forwarding, IPPBX configurations.

Skills

Networking basics

Windows OS basics

TCP/IP knowledge

Email & mail platforms

DNS knowledge

VPN basics

Tools

PBX hardware

VoIP concepts

Job description

5G Communications is seeking a Technical Support Engineer in High Wycombe to join a strong team providing 1st and 2nd line technical support for customers. You will diagnose faults across broadband, email, VPN, routers, and VOIP, liaising with other departments and suppliers to ensure timely resolutions.

The role requires good knowledge of networking, PBX and mail systems, with a focus on delivering prompt, practical solutions and keeping up to date with IT policies and best practices.