Technical Support Engineer

Location: Telford – Midlands
Salary: Salary Dependent on Experience (DOE)
Reporting to: Inbound Service Support Team Leader
Permanent Position – Full time.

Introduction:

Here at Enreach we’re all about communication. As a provider of cloud phone systems, broadband, mobile and IT, we help thousands of businesses to communicate with their colleagues and customers, making business technology, connectivity, and productivity integration easy for organisations as they grow.

As part of the wider European Enreach Group, we have over 1,100 colleagues across Europe and provide leading solutions to businesses of all shapes and sizes.

As a leading telecoms provider, our customers are at the heart of everything we do, and we’re looking for the right person to join us as part of our growing team. An exciting opportunity has arisen in our Technical Support team and we’re looking for the right person to join us and help us work wonders.

The Role:

We are seeking a dynamic, proactive, and self-driven team player with experience thriving in fast-paced environments to join our Technical Support team.

In this role, you’ll advocate for customer-centric solutions while balancing the strategic goals of the business. You will be responsible for upholding service quality, meeting and exceeding SLAs, and driving operational efficiency.

Your primary focus will be on enhancing customer service delivery, strengthening brand loyalty, and positively shaping the market perception of Enreach.

Key Responsibilities as a Technical Support Engineer:

• Troubleshooting incidents that cannot be resolved by Tier 1 Technical Support.
• Analysing & diagnosing technical issues related to software/hardware & networking systems.
• Remote training for customers.
• Maintaining knowledge base document.
• Provide ongoing support to customers troubleshoot problems and offer guidance.
• To successfully remotely install a cloud telephony system based on a design plan.
• Effectively upgrade or add additional services to an existing Enreach customer.
• Review and resolve end-user technology issues; troubleshoot and resolve standard and non-standard hardware and software problems.
• Provide training on hardware and software for end-users.
• Provide excellent support to customers that have issues with their broadband, routers, access points, CRM Integration.
• Working to defined timescales as part of a high-performing team.
• Programming various software/hardware as required.
• Share technical knowledge with colleagues and other teams.
• Take ownership of own performance actively seeking opportunities to improve and develop.

Who we are looking for:

• Excellent communication skills.
• Excellent problem-solving and troubleshooting skills.
• Attention to detail and ability to prioritize tasks effectively.
• Experience in providing user support and training.
• Continuous learning mindset to keep up with technological advancements and industry trends.
• Experience of supporting Internet products ADSL/VDSL/FTTC/FTTP/SoGea/Ethernet.
• IP Networking knowledge DHCP/DNS/VPN/NAT/VOIP.
• Experience configuring, installing, and troubleshooting routers and wireless Access points.
• Experience or knowledge of Wi-Fi Protocols.
• Use of remote access tools like Team Viewer, Remote Desktop Services.
• Telecommunications PBX knowledge Panasonic/Samsung/Horizon desirable, but not essential.

What’s in it for me?

• 23 days holiday (more for long service) plus an extra day off for your Birthday.
• Hybrid working available after probation period.
• Enhanced maternity and paternity pay.
• Holiday purchase scheme.
• Company Pension.
• Healthcare scheme and life cover.
• Great working hours Monday to Friday, no evening or weekend working.
• Amazing Savings with Perkbox – access to hundreds of discounts.
• The ability to develop and progress your career.
• Strong social ethos.
• Be part of a high growth and very exciting European wide group, that prides itself on innovation, collaboration and strong customer focus.