At a Glance
- Tasks: Resolve complex tech issues and provide top-notch customer support.
- Company: Join Global 4, a fast-growing tech company that values its people.
- Benefits: Enjoy massive discounts, generous holidays, and cash incentives.
- Other info: Be part of a fun culture with opportunities for growth.
- Why this job: Make a real impact in tech while developing your skills.
- Qualifications: 2+ years in telecom support and strong networking knowledge required.
Location: Carlisle, Cumbria (On-site)
Position Type: Full-time, Permanent
Hours: Monday to Friday, 08:30 – 17:30
Salary: Competitive & Negotiable (Depending on experience)
About Global 4: We Love Tech. We Love Our People. At Global 4, technology is our passion, but service excellence is our superpower. We advise, implement, and support market-leading telecom, connectivity, cloud, and IT services for businesses right across the UK. We are fast-paced, forward-thinking, and growing. If you are a tech-driven problem solver who thrives on unraveling complex issues and delivering "hero-level" customer support, we want you on our team in Carlisle.
The Role: Why You Matter As our 2nd Line Technical Support Engineer, you are the vital bridge between initial triage and deep infrastructure support. You will be the ultimate escalation point for our 1st Line team, taking true ownership of complex data, broadband, and Unified Communications (UCaaS) faults. This isn’t just about closing tickets; it’s about diving deep into multi-vendor platforms, running advanced diagnostics, and translating complex technical jargon into clear, reassuring updates for our customers.
What You’ll Be Doing:
- Deep-Dive Troubleshooting: Resolve escalated incidents across broadband, VoIP, and network infrastructure using advanced tools (packet capture, SIP tracing, CLI/GUI router configs).
- Vendor Collaboration: Partner with third-party carriers, hardware vendors, and hosted platforms to coordinate swift resolutions.
- Proactive Monitoring: Keep an eye on system alerts and ticket queues, prioritising by severity to hit strict SLAs.
- Root-Cause Analysis: Don’t just fix the symptom—find the cause. Identify recurring faults to propose long-term process improvements.
- Mentorship: Act as a technical beacon for the team, supporting junior staff and sharing your wisdom through documentation and peer mentoring.
What We Are Looking For
The Must-Haves (Essential):
- Experience: Minimum of 2 years in a dedicated Telecoms Support or Managed Service Provider (MSP) helpdesk environment.
- Networking Fundamentals: Rock-solid knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
- Tech Protocol: Proven technical understanding of SIP Protocol behaviour and broadband technologies (FTTC, FTTP, ADSL).
- The Mindset: A natural knack for problem-solving under pressure, incredible attention to detail, and top-tier organisation skills.
The Nice-to-Haves (Desirable Certifications): If you have these, you’ll shoot straight to the top of our list!
- CCNA or equivalent networking certification.
- Practical knowledge of configuring and troubleshooting Meraki or DrayTek routers.
- 8x8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications).
Perks of the Job: What’s In It For You? We believe in rewarding hard work with great benefits. Here is a snapshot of what you get when you join the Global 4 family:
- Massive Utility Discounts: 50% off our Broadband & Utility packages, becoming 100% free after two years!
- Generous Holiday: 25 days holiday + bank holidays (rising up to 30 days with length of service), plus a Buy & Sell holiday scheme.
- Cash Incentives: £1,000 Refer-a-Friend scheme and a £250 "Bright Ideas" innovation reward.
- Culture & Fun: Quarterly "Top Performer" days out and the legendary Friday Fridge to kick off the weekend.
- Giving Back: Paid Charity leave to support causes close to your heart.
- Peace of Mind: Death-in-service benefit included.
Ready to level up your tech career? If you are solution-driven, customer-centric, and ready to make an impact, we want to hear from you.
2nd Line IT Support Engineer employer: Global 4 Communications Ltd
At Global 4, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Carlisle that fosters innovation and collaboration. With competitive salaries, generous holiday allowances, and unique perks like massive utility discounts and cash incentives, we ensure our employees feel valued and supported. Our commitment to professional growth through mentorship and continuous learning makes us the ideal place for tech enthusiasts looking to advance their careers while making a meaningful impact.
Contact Details:
Global 4 Communications Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Global 4 Communications Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Global 4 Communications Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Global 4 Communications Ltd!
✨Direct Apply to Global 4 Communications Ltd
Let's not forget to apply directly through the Global 4 Communications Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line IT Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Global 4 Communications Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Global 4 Communications Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Global 4 Communications Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
