Technical Support Specialist

Description

Second-Line Technical Support Specialist We are looking for an experienced technical support professional to join our Customer Experience team. If you have a solid background in broadband and telecoms, a methodical approach to fault diagnosis, and a passion for delivering great customer outcomes, this role is for you.

You will sit between our first-line support team and our Network Operations Centre, handling escalations, running diagnostics, supporting channel partners, and ensuring our customers stay connected with minimal disruption.

The Role As a second-line support specialist, you will take ownership of complex technical issues that go beyond the frontline team. You will troubleshoot broadband and connectivity faults, provide technical guidance to first-line agents, and collaborate with the NOC where required. The focus is always on fast, accurate resolutions and a consistently high standard of customer experience.### Key Responsibilities

• Take ownership of escalated technical faults from first-line support
• Diagnose and resolve broadband, router, Wi-Fi, device, and connectivity issues through to resolution
• Manage customer interactions across telephone, ticketing, and other channels
• Run diagnostics and maintain clear, accurate case notes throughout
• Follow correct escalation paths and escalate only when all checks have been completed
• Coach and support first-line agents; share insights with management to inform training
• Support business customers from order stage through to post-installation
• Identify recurring faults and proactively flag trends or suggested improvements
• Operate within a 24/7/365 environment based on a monthly shift roster

What you bring:

• 2+ years in second-line support, network operations, or a similar technical role
• Experience working within an Internet Service Provider environment
• Strong working knowledge of broadband technologies, routing, and networking fundamentals
• Understanding of telecommunications infrastructure and ISP operations
• Confident using ticketing platforms, diagnostic tools, and network management systems
• Strong communicator with the ability to explain technical issues clearly to non-technical customers
• Methodical, detail-oriented, and able to manage multiple cases effectively
• Self-motivated and comfortable working independently in a remote setting
• Proficient with Microsoft 365 (Outlook, Excel, Teams, etc.)

Working Setup

This is a fully remote role. You will need strong fibre broadband connection (a monthly connectivity allowance is provided). Candidates must be available to work UK business hours regardless of their location.

Please note: This is a fixed-term contract for 3 months, with the possibility of becoming a permanent position based on performance and business need.

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