Technical Support Advisor / Service Desk Analyst

Technical Support Advisor / Service Desk Analyst

• Job Type: Full-time
• Location: Redhill - On Site Role
• Salary: Up to £25,000 per annum (Plus £2,500 shift allowance, and £1000 Night shift allowance, if candidate wanted to do night shift)

Exciting opportunity to join a global telecommunications organisation in a Technical Support Advisor role as part of their Global Customer Support Centre (GCSC).

 The successful candidate will be a proactive team member, eager to grow within the company and committed to delivering exceptional customer support.

Day to Day of the role:

• Provide 1st and 2nd line technical support for product, service, and billing enquiries, focusing on military and commercial maritime and land-based customers.
• Monitor VSAT Networks and BGan POP, assisting with line up and service issues, and ensuring quick resolution of network or customer-related problems.
• Liaise with internal projects and engineering teams and manage the Escalations email inbox.
• Respond to customer enquiries promptly, ensuring customer expectations and SLA’s are met.
• Log all calls/emails and maintain Microsoft CRM or Freshdesk for team clarity, escalating issues when necessary.
• Monitor GCSC associated infrastructure, investigate alarms, issue outage reports, and act on high usage alerts.
• Manage cases through to resolution, escalating to internal and external resolver groups as needed.
• Pursue technical training and share knowledge with colleagues, contributing to the team’s continuous improvement.

Required Skills & Qualifications:

• Customer-facing experience with a confident and clear telephone manner.
• Computer literacy and a keen commercial awareness.
• Ability to obtain Security Clearence
• Experience working in a similar customer facing Technical Support type role
• Ability to work independently and take initiative.
• Experience in some form telecommunication/communication systems would be a beneficial
• Preferred experience with Inmarsat and/or VSAT, and technical knowledge of maritime and land mobile systems.
• Familiarity with customer IT networks/systems and network operations.

Benefits Summary (full details can be provided in due course)

• 25 days Leave

• Matched Pension contribution of up to 7.5%
• Private Medical Insurance and Life Assurance