Telecoms 2nd Line Service Desk Engineer | Hybrid

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

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.