Telecoms Provisioning Engineer

Job Title: Telecoms Provisioning Engineer

Salary : £30-35k

Location: Coleshill, Birmingham

We are looking for an experienced Telecoms Support Desk Specialist to join our

technical support team in Coleshill. If you have a strong background in troubleshooting

and supporting broadband, phone systems, Wi-Fi, VoIP, and other telecom

technologies, this is the perfect opportunity to showcase your skills!

Key Responsibilities:

• Provide second-line technical support for a wide range of telecom services, including VoIP, broadband connections, PBX phone systems, Wi-Fi networks, and mobile services.
• Troubleshoot and resolve complex issues related to SIP trunking, call routing, network connectivity, and Wi-Fi signal interference.
• Handle escalated support queries from 1st line support, providing expert-level solutions and ensuring customer satisfaction.
• Support customers with the installation, configuration, and troubleshooting of routers, modems, and network infrastructure for both residential and business telecom services.
• Assist with fault diagnosis and service restoration for broadband, VoIP, and mobile telecoms, ensuring minimal downtime.
• Ensure that all issues are logged accurately in the ticketing system, tracking progress and providing detailed updates to clients.
• Collaborate with internal teams to investigate and resolve complex technical issues, including working on network infrastructure upgrades and system integrations.
• Provide proactive recommendations to improve network performance and customer experience, such as optimising Wi-Fi coverage or resolving latency issues.

Required Skills & Experience:

• Proven experience in telecoms support or similar IT service desk roles, with hands-on knowledge of telecom systems including VoIP, broadband, Wi-Fi networks, and PBX systems.
• Strong technical troubleshooting skills across various telecom technologies, including DSL, Fibre broadband, Wi-Fi signal troubleshooting, IP phone systems, and mobile data services.
• Familiarity with network protocols such as TCP/IP, DNS, and DHCP, and experience with network performance tools.
• Knowledge of SIP, VoIP call quality management, and experience with call routing systems.
• Excellent communication skills, capable of explaining complex technical issues in an easy-to-understand manner for customers.
• Ability to manage escalated support cases, offering fast, accurate resolutions while maintaining high levels of customer satisfaction.
• Experience with ticketing systems, logging, and prioritising support requests in line with SLAs.
• Proactive in identifying and resolving technical issues before they escalate

Apply now if you are interested!