2nd Line Technical Support Engineer
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
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Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
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Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).
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Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms.
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Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.
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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).
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Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
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Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
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Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements.
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Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues.
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Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.
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Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
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Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle.
Skills & Qualifications
Essential Experience
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Minimum 2 years of experience working in a dedicated Telecoms Support or managed service provider (MSP) helpdesk environment.
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Strong fundamental knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
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Proven technical understanding of SIP Protocol behavior and broadband technologies.
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A natural aptitude for problem-solving under pressure with impeccable attention to detail.
Desirable Certifications (Highly Advantaged)
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Strong practical knowledge of configuring, maintaining, and troubleshooting Meraki or DrayTek routers.
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8x8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications).
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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.
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Solution-Driven: A proactive team player focused on quality execution, trend analysis, and root-cause fix identification.
What We Offer
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50% off our Broadband & Utility packages, completely free after two years
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£1,000 Refer A Friend Scheme
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25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service
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£250 Bright Ideas Scheme
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Quarterly Top Performer's Day Out
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Buy & Sell holiday allowance scheme
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Death in service benefit
- Friday fridge
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Paid Charity leave
