At a Glance
- Tasks: Resolve complex IT incidents and collaborate with teams to ensure swift solutions.
- Company: Global 4, a leading tech services provider in telecom and IT.
- Benefits: Enjoy massive discounts, generous holidays, and cash incentives.
- Other info: Mentorship opportunities and a fun, collaborative work culture.
- Why this job: Join a dynamic team and make a real impact in tech support.
- Qualifications: 2+ years in Telecoms Support and solid networking knowledge required.
The predicted salary is between 30000 - 40000 £ per year.
2nd Line Technical Support Engineer
Location: Carlisle, Cumbria (On‑site) Position Type: Full‑time, Permanent Hours: Monday to Friday, 08:30 – 17:30 Salary: Competitive & Negotiable (Depending on experience)
Company Overview
Global 4 is a technology services provider that advises, implements, and supports market‑leading telecom, connectivity, cloud, and IT services across the UK.
About the Role
As a 2nd Line Technical Support Engineer, you act as the bridge between 1st Line triage and deep infrastructure support, owning complex incidents related to data, broadband, and Unified Communications (UCaa S).
Responsibilities
- Resolve escalated incidents across broadband, Vo IP, and network infrastructure using advanced tools (packet capture, SIP tracing, CLI/GUI router configurations).
- Collaborate with third‑party carriers, hardware vendors, and hosted platforms to coordinate swift resolutions.
- Monitor system alerts and ticket queues, prioritising by severity to meet strict SLAs.
- Conduct root‑cause analysis and identify recurring faults to propose process improvements.
- Mentor junior staff, support documentation, and share knowledge through peer mentoring.
Qualifications
- Minimum of 2 years in a dedicated Telecoms Support or Managed Service Provider (MSP) helpdesk environment.
- Solid knowledge of IP Networking (DNS, DHCP, NAT, subnetting, VLANs).
- Technical understanding of SIP protocol behavior and broadband technologies (FTTC, FTTP, ADSL).
- Strong problem‑solving skills, attention to detail, and organisational abilities.
- Preferred Certifications
- CCNA or equivalent networking certification.
- Hands‑on experience configuring and troubleshooting Meraki or Dray Tek routers.
- 8x8 UCaa S Support Certification or equivalent hosted Vo IP platform qualification.
Benefits
- Massive utility discounts: 50% off broadband & utility packages, becoming 100% free after two years.
- Generous holiday: 25 days + bank holidays (up to 30 days with tenure) and a Buy & Sale holiday scheme.
- Cash incentives: £1,000 Refer‑a‑Friend scheme and £250 “Bright Ideas” innovation reward.
- Culture & fun: Quarterly “Top Performer” days out and Friday fridge.
- Paid charity leave.
- Death‑in‑service benefit.
How to Apply
We’re looking for solution‑driven, customer‑centric individuals ready to make an impact. If you fit this description, we want to hear from you.
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2nd Line IT Support Engineer in Carleton employer: Global 4 Communications Ltd
Global 4 Communications Ltd is an excellent employer, offering a dynamic work environment in Horsham that promotes flexibility with hybrid working options. The company values employee growth and development, providing ample opportunities for professional advancement while fostering a collaborative and supportive culture that prioritises the candidate experience throughout the recruitment process.
Contact Details:
Global 4 Communications Ltd Recruitment Team
