2nd Line Telco Engineer - Nigel Wright Group : Job Details

About the RoleThe role with my client involves providing advanced technical support for telecommunication systems, addressing complex issues escalated from the first level of support, and ensuring optimal service reliability and performance.Role Responsibilities

Technical Support

• Deliver second-line support for telecommunications systems, including VoIP, SIP, PSTN, and mobile networks.
• Diagnose and resolve advanced telecommunications issues escalated from first-line support.
• Support the configuration, upkeep, and monitoring of telecom systems and equipment.

System Maintenance

• Conduct routine system checks, updates, and maintenance for telecommunications infrastructure.
• Monitor network performance, implementing upgrades and patches as needed.

Incident Management

• Oversee the complete lifecycle of incidents, from initial reporting to resolution, including root cause analysis.
• Collaborate with third-line support and external vendors for unresolved technical challenges.

Customer Service

• Ensure exceptional customer service by providing prompt and effective support to end-users.
• Communicate clearly and professionally with clients to address and resolve their telecommunications concerns.

Documentation

• Maintain comprehensive records of support activities, configurations, and procedures.
• Develop user manuals and training resources for end-users and support teams.

Continuous Improvement

• Propose enhancements to telecommunications systems, processes, and workflows.
• Stay informed on the latest industry developments and technologies to deliver innovative solutions.

Requirements

Education

• Degree in a relevant field such as Telecommunications, Computer Science, or Information Technology, or equivalent professional experience.

Experience

• At least two years of experience in a similar technical support role within the telecommunications or related industry.
• Familiarity with telecommunication systems and protocols such as VoIP, SIP, PSTN, and mobile network technologies.

Technical Skills

• Strong knowledge of network infrastructure, including routers, switches, and firewalls.
• Proficiency in monitoring and diagnostic tools specific to telecommunications.
• Experience with service management and ticketing tools.
• Awareness of industry regulations and compliance standards.

Soft Skills

• Effective problem-solving and analytical abilities.
• Strong interpersonal and communication skills.
• Capability to work both independently and collaboratively.
• Attention to detail and organizational proficiency.

Preferred Qualifications

• Relevant professional certifications in networking or telecommunications (e.g., industry-standard certifications in networking, security, or related areas).
• Experience with software and platforms commonly used in telecommunication systems.
• Familiarity with scripting languages for automation and system optimization tasks.