Telecoms Technical Support Specialist - Office Based

About the role

The Telecoms Technical Support Specialist is responsible for delivering high-quality technical support across a range of telecommunications products and services. The role involves diagnosing and resolving faults across voice, data, and connectivity solutions, ensuring customers and users receive a reliable, efficient, and professional support experience. This position plays a key role in maintaining service continuity, supporting customer satisfaction, and ensuring telecoms systems and services operate effectively with minimal disruption. Key Responsibilities Provide first-line and technical support for telecoms products and services via telephone, email, and remote support tools. Troubleshoot and resolve issues relating to voice, broadband, hosted telephony, VoIP, SIP, mobile services, and data connectivity. Log, update, prioritise, and manage support tickets in line with agreed SLA targets. Diagnose faults and escalate complex or unresolved issues to senior engineers, carriers, or third-party providers when required. Support customers with installation, configuration, and troubleshooting of telecoms equipment including routers, handsets, and IP devices. Carry out provisioning, adds, moves, and changes (AMC) for customer accounts and telecoms services accurately and efficiently. Monitor service performance and proactively identify potential faults or service-impacting issues. Liaise with network providers, suppliers, and internal teams to ensure timely and effective fault resolution. Provide clear, professional, and customer-focused technical support at all times. Maintain accurate records of incidents, troubleshooting steps, and resolutions within internal systems. Support service provisioning, upgrades, and implementation of new telecoms solutions. Ensure all work is completed in accordance with company procedures, security policies, and industry best practices. Contribute to continuous improvement initiatives within the technical support function. Skills & Experience Previous experience in a Telecoms Support, Service Desk, or Technical Support role is preferred. Strong understanding of telecoms technologies including VoIP, SIP, hosted telephony, broadband, and mobile services. Good knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and general connectivity troubleshooting. Experience working with routers, switches, IP phones, and telecoms hardware. Familiarity with ticketing or service management systems. Strong troubleshooting and analytical problem-solving skills. Excellent verbal and written communication skills with a professional telephone manner. Ability to manage multiple priorities in a fast-paced environment. Strong customer service orientation with the ability to build effective relationships. Ability to work independently as well as collaboratively within a team. High attention to detail and commitment to delivering quality service. Why Join Growth Resourcing? Competitive salary with strong growth potential Be part of a scaling business backed by UK leaders Work in a high-performance, supportive environment Real career progression opportunities-we grow people, not just teams Learn fast, move fast, and make an impact from day one

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