Technical Support Advisor – Out of Hours

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Job Description:

  • Be the friendly first point of contact for customers (calls, emails, chat, portal).
  • Provide 1st and 2nd line support across telecoms, IT, and data services.
  • Troubleshoot, resolve, and escalate issues, while keeping customers updated every step of the way.
  • Work with colleagues and third parties to fix problems quickly and effectively.
  • Stay on top of alerts, incidents, and cases, making sure nothing slips through the cracks.

Requirements:

  • Experience in technical support (telecoms or IT services).
  • Strong understanding of systems, applications, and networks.
  • Skilled with remote desktop tools and ticket management systems.
  • Knowledge of ITIL methodology (incident, change, request).
  • Brilliant communication skills — able to make the complex sound simple.
  • Calm under pressure, great at prioritising, always customer-focused.
  • Nice to have: CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.

Benefits:

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