Senior Telephony and Connectivity Support Analyst

Job Description

Responsibilities

• Act as a primary point of contact for telephony and broadband-related support requests, diagnosing and resolving issues efficiently while meeting agreed service levels and customer expectations.
• Investigate, troubleshoot, and resolve a wide range of voice and connectivity issues, leveraging technical expertise to minimise disruption and restore service as quickly as possible.
• Communicate technical information in a clear, accessible, and professional manner, providing regular updates and ensuring customers remain informed throughout the resolution process.
• Take ownership of incidents from initial investigation through to resolution, coordinating with internal teams, suppliers and service providers where escalation is required.
• Ensure support tickets, customer records, network configurations and service information are accurately documented to support knowledge sharing, service continuity and effective team collaboration.
• Identify recurring issues, process improvements and opportunities to enhance service delivery, contributing to the ongoing development of the Support Desk function.
• Act as a technical escalation point within the team, providing guidance and support to colleagues while helping to develop best practices and technical capability across the department.

Requirements

• Support Desk Experience: At least 5 years’ experience in an IT Service Desk, ISP or Telecoms support role, with a proven track record of resolving customer issues efficiently and professionally.
• Thrives in a Busy Environment: Comfortable managing multiple priorities, handling a varied ticket queue and staying focused when dealing with major incidents or service outages.
• Great Communicator: Able to explain technical issues in a clear and straightforward way, keeping customers informed and reassured throughout the resolution process.
• Problem Solver: Enjoys getting to the root cause of issues, investigating faults and finding practical solutions to complex technical problems.
• Self-Motivated Team Player: Able to work independently and take ownership of issues, while also sharing knowledge and supporting colleagues when needed.
• Technical Knowledge: Strong understanding of broadband and connectivity services, including ADSL, FTTC, FTTP, SoGEA, leased lines and Ethernet circuits, along with VoIP and SIP technologies.