Technical Support Engineer

JR United Kingdom; Bristol; On-site; GBP 25,000 - 27,000; Full time

Job summary

A leading company in the telecommunications industry is seeking a Technical Support Engineer. In this role, you will provide expert technical assistance, focusing on VoIP and connectivity issues while ensuring high customer satisfaction. The ideal candidate will have experience in a client-facing service desk environment and demonstrate strong problem-solving skills. The role offers opportunities for professional development in a fast-growing organization.

Benefits

Funded training opportunities

Flexible hours/hybrid working options

Life Cover of 4x Salary

Company Pension Scheme

32 days holiday (including public holidays)

Paid sick leave (20 days/year)

Subsidised dental cover and gym membership

Qualifications

• Previous work experience as a Technical Support Engineer in a VOIP telecoms environment is preferred.
• Excellent written and verbal communication skills.
• Knowledge of connectivity products such as ADSL, FTTC, and Fiber is essential.

Responsibilities

• Provide technical support for VoIP and connectivity services via phone and email.
• Diagnose and resolve VoIP-related issues including call quality and configuration problems.
• Log and track incidents within Salesforce and follow up to ensure resolution.

Skills

Troubleshooting

Problem Solving

Customer Service

Time Management

Communication

Education

Experience in VOIP telecoms environment

Job description

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Job Title: Technical Support Engineer at Gradwell

Our Technical Support Agents are responsible for providing technical support with a customer-centric focus.

As a Technical Support Engineer at Gradwell, you will be the primary point of contact for our customers, providing expert technical support with a focus on VoIP, 3CX, Connectivity, and Mobile support. You will troubleshoot issues, ensure high levels of customer satisfaction, and maintain the quality of our services.

We seek a Technical Support Engineer who has a willingness to learn and a proactive attitude. You should have a passion for delivering excellent customer service and a strong problem-solving mindset. You will need to investigate, troubleshoot, escalate, and resolve issues efficiently and professionally.

Key Responsibilities

• Provide technical support for VoIP, 3CX, connectivity, and mobile services via phone and email.
• Diagnose and resolve VoIP-related issues, including call quality, connectivity, and configuration problems.
• Troubleshoot network connectivity issues, including broadband and leased line connections.
• Log and track incidents and service requests within Salesforce.
• Coordinate support issues between customers and third-party vendors.
• Drive ticket resolution within predefined service level agreements.
• Escalate complex issues to higher-level support teams when necessary.
• Follow up with customers to ensure issues are fully resolved and document resolutions.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.

Core Skills

• Experience working in a client-facing service desk environment
• Analyzing Information and excellent troubleshooting skills
• Excellent organizational and time management skills.
• Knowledge of Cloud Telephony and Networking infrastructure
• Experience in troubleshooting and configuring Networking and Voice related technologies.

Requirements

• Previous work experience as a Technical Support Engineer, preferably in a VOIP telecoms environment.
• Knowledge of 3CX systems is an advantage but not essential
• Knowledge of connectivity products such as ADSL, FTTC, FTTP & SOGEA is essential.
• Ability to support multiple user types from non-technical users to IT professionals.
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills

Role Competencies

• Professionalism: Approaches others in a tactful manner and manages department expectations. Treats others with respect and consideration regardless of their status or position.
• Teamwork: Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed.
• Problem solving: Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate.
• Technical skills: Commits to being knowledgeable and up to date within relevant technologies. Shares expertise and knowledge with others.
• Time Management: Prioritize, plan the workload efficiently in accordance with team managers.

Core Competencies

Gradwell has a unique and valued culture. All employees can identify strongly with the following traits:

• Engaging: Working with diverse engineering teams and getting the best from them.
• Disciplined: To meet tight timelines and drive the teams to success.
• Down to Earth: Straightforward and grounded.
• Friendly: Making the workplace fun and relaxed.
• Helpful: Always looking for ways to assist colleagues and customers.
• Persistent: Relying on getting the job done, whatever it takes.

Values

• Personal - Kind, Human, Caring
• Pioneering - Expert, Masterful, Skilled
• Proactive - Driven, Energetic, Agile

What We Offer

• Salary: £25-£27k, based on experience and qualifications
• Funded training opportunities
• Progression in a fast-growing company
• Flexible hours/hybrid working options
• Life Cover of 4x Salary
• Company Pension Scheme
• 32 days holiday (including public holidays), increasing with service, with holiday buying options
• Paid sick leave (20 days/year)
• Subsidised dental cover, gym membership, cycle scheme, broadband, and more (post-probation)

This list is not exhaustive and may change based on business needs.