Fed up with being just another number on a busy service desk? Do you enjoy getting stuck into technical issues and seeing them through to resolution?
Looking for a role where your telecoms knowledge is genuinely valued and developed?
This is a full-time, permanent 2nd Line Service Desk Engineer role, focused on supporting telecoms solutions for business customers.
Working pattern & location
You'll be based in Horsham,West Sussex, with a hybrid working pattern of four days in the office and one day working from home each week.
What you can expect
You'll receive:
- A generous basic salary of £30,000 to £35,000
- Clear expectations and support from an experienced team
- Ongoing training and development opportunities
- A stable, growing business where your contribution is recognised
No moving goalposts. No unnecessary pressure. Just clear objectives and the support you need to do your job well.
What you'll actually be doing
You'll be part of a busy technical support team, providing 2nd line assistance to business customers and helping resolve a wide range of telecoms-related issues.
Your role will include:
- Managing and resolving 2nd line support tickets
- Troubleshooting telecoms, VoIP and connectivity issues
- Escalating complex issues where required and seeing them through to resolution
- Supporting customers via phone, email and remote support tools
- Working closely with colleagues across technical and customer-facing teams
- Maintaining accurate ticket updates and technical documentation
- Delivering excellent customer service while meeting agreed service levels
- Assisting with service requests, faults and change activities
What we're looking for
Ideally, you'll:
- Have experience working within a Service Desk or Technical Support environment
- Have previous experience providing 2nd line support
- Be comfortable diagnosing and troubleshooting technical issues
- Have strong communication skills and enjoy helping customers
- Be organised, proactive and able to manage multiple priorities
It would be particularly beneficial if you have:
- Telecoms industry experience
- Knowledge of hosted telephony platforms
- Experience supporting8x8 solutions
- Experience supporting Gamma products and services
- Exposure to networking, VoIP or unified communications technologies
A bit about the environment
If you're looking for somewhere you'll be trusted to get on with the job, this could be exactly what you're after.
This is a business that:
- Invests in its people
- Encourages continuous learning and development
- Values teamwork and collaboration
- Trusts employees to take ownership of their work
- Focuses on delivering great outcomes for customers rather than micromanagement
You'll be supported to develop your technical skills whilst being given the autonomy to make a genuine impact.
Coconut Lime is acting as a recruitment partner in sourcing candidates for this role on behalf of our client.
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2nd Line Support Engineer - Telecoms in Horsham employer: Coconut Lime Ltd
Coconut Lime Ltd is an excellent employer, offering a dynamic work environment where innovation and collaboration thrive. With a focus on employee growth, we provide comprehensive training and development opportunities, alongside an attractive uncapped commission structure that rewards your hard work. Located in the UK, our office culture promotes teamwork and success, making it a fulfilling place for those looking to make a significant impact in the telecoms and IT sector.
