2nd Line Technical Support

Who are Global 4? 

We're not your average Telecom company. With an impressive 5-star Trustpilot rating and ISO 9001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey. If you're yearning for a fresh opportunity and meaningful rewards, your time to shine is now - join Global 4! 

Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer. 

What benefits will you receive? 

·????????50% off our Broadband & Utility packages, completely?free after two years 

·????????£1,000 Refer A Friend Scheme 

·????????25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service

·????????£250 Bright Ideas Scheme 

·????????Quarterly Top Performer's Day Out

·????????Buy & Sell holiday allowance scheme 

·????????Death in service benefit  

·????????Friday fridge 

·????????Paid Charity leave? 

What will you be doing? 

• Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision. 
• Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI). 
• Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms. 
• Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults. 
• Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR). 
• Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer. 
• Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency. 
• Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements. 
• Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues. 
• Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring. 
• Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL). 
• Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle 

What do we need from you? 

·????????A passion for telecoms and customer support 

·????????A natural focus on quality and solution driven. 

·????????Customer driven, proactively seeking to exceed customer expectations. 

·????????Demonstrable experience of driving quality throughout a team and organisation 

·????????Effective handling of customer complaints 

·????????Hold strong customer conflict skills and naturally customer centric. 

·????????Excellent interpersonal and communication skills 

·????????Naturally hands on and passionate about supporting with team workload. 

·????????Strong organisational skills and ability to multitask in a fast paced, growing business. 

·????????An aptitude for problem solving and strong attention to detail. 

·????????Established experience within customer service -?Warm and open approach to customers 

·????????Flexible to the needs of the business 

·????????Proactive team player, with experience in a fast-paced environment 

·????????Strong understanding of configuration of routers. 

·????????Strong personal interest in IT / Telecoms