It Support Engineer jobs in United Kingdom

Our client a global leader in high-speed connectivity with offices in Belfast are looking for an experienced Optical Support Engineer to join their team.

• Providing system-level pre- and post-sales support for customers. This includes answering incoming customer calls, performing testing, troubleshooting, and delivering remote technical support for optical networking products.
• An understanding of fiber-optic transport and / or switching protocols is essential. Experience with Element Management or Network Management systems is an asset. A basic understanding of data communications protocols, including Ethernet and IP networking, is beneficial.

• Answer incoming calls from global customers and document, validate, and capture information required for technical investigation.
• Respond promptly and professionally to customer inquiries via phone, email, or chat, providing remote support for optical products.
• Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.
• Provide occasional after-hours and periodic weekend support as required by customer needs.
• Gather information needed to elevate issues to senior engineering teams.
• Utilize debug tools and lab resources to advance customer problem resolution.
• Provide customer feedback to internal teams as appropriate.
• Contribute to the technical knowledge base (KCS).

• Strong interpersonal skills, with the ability to explain technical concepts to technical and non-technical audiences.
• Availability for onsite, in-person training and mentoring for approximately the first 6 months, followed by a hybrid work model.
• Customer-focused mindset with a commitment to exceptional service.
• Ability to work independently, manage priorities, and operate effectively in a fast-paced environment.
• Strong analytical and troubleshooting abilities.
• Motivated self-starter with strong time‑management skills and enthusiasm for learning new concepts.
• Understanding of telecommunication transport and switching systems and optical networking.
• Experience troubleshooting fiber‑optic transport and switching equipment.
• Ability to handle stressful situations with professionalism.

• Bachelor’s degree in Engineering, Computer Science, or a related technical field (or equivalent combination of education and experience).
• Experience in a customer‑facing role is an asset.
• Foundational knowledge of fiber‑optic transport and / or switching equipment.
• Basic problem‑solving experience with OTN / SONET / SDH equipment, Carrier Ethernet, or related fiber‑optic facilities is an asset.

• Fantastic training and mentoring
• Career with a leading global company whose client base is with some of the world’s top known companies
• Excellent salary package, benefits and bonus
• The opportunity to join a team that will help and support you along the way