At a Glance
- Tasks: Provide 2nd Line Technical Support for broadband, VoIP, and network issues.
- Company: Join Global 4, a tech-loving company revolutionising telecom and IT services.
- Benefits: Enjoy 50% off broadband, generous holiday allowance, and a £1,000 referral bonus.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Be the go-to tech guru, solving complex issues and making a real impact.
- Qualifications: 2+ years in Telecoms Support with strong IP networking knowledge.
Location: Horsham, West Sussex
Position Type: Full-time, Permanent
Hours: Monday to Friday, 08:30 – 17:30
Salary Range: Negotiable (Depending on experience)
About Global 4
At Global 4, we Love Tech. We provide a wide range of market-leading telecom, connectivity, cloud, and IT services to businesses across the UK. Our vision is to solve our customers' technology challenges by advising, implementing, and supporting the right solutions with best-in-class service excellence.
Purpose of the Role
As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers.
Key Responsibilities
- 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.
Skills & Qualifications
Essential Experience
- Minimum 2 years of experience working in a dedicated Telecoms Support or managed service provider (MSP) helpdesk environment.
- Strong fundamental knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
- Proven technical understanding of SIP Protocol behaviour and broadband technologies.
- A natural aptitude for problem-solving under pressure with impeccable attention to detail.
Desirable Certifications (Highly Advantaged)
- Strong practical knowledge of configuring, maintaining, and troubleshooting Meraki or DrayTek routers.
- 8x8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications).
- CCNA or equivalent networking certification.
Core Competencies
- Customer Centric: A passionate, warm, and open approach to customer service with strong conflict resolution skills.
- Highly Organised: Able to effectively multitask, prioritise tasks, and jump between varying priority tickets seamlessly.
- Solution-Driven: A proactive team player focused on quality execution, trend analysis, and root-cause fix identification.
What We Offer
- 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
2nd Line IT Support Engineer in Horsham employer: Global 4 Communications Ltd
At Global 4, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration in the heart of Horsham, West Sussex. Our commitment to employee growth is evident through our comprehensive training programmes and unique benefits such as generous holiday allowances, a rewarding referral scheme, and a supportive environment that encourages professional development. Join us to be part of a team that not only values your contributions but also invests in your future while enjoying a fantastic work-life balance.
Contact Details:
Global 4 Communications Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer in Horsham
✨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!
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We think you need these skills to ace 2nd Line IT Support Engineer in Horsham
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.
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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.
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✨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.
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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.
