Mobile Technical Support Specialist

Join the Technical Support team to help customers get the most from their mobile and unified communications (UC) services. The role supports building technical knowledge while resolving enquiries, coordinating requests and delivering a helpful, reliable customer experience. This is a fixed-term role of 12 months. Candidates do not need to know everything from day one; curiosity, clear communication and a willingness to learn are valued.

Responsibilities

Respond to customer enquiries about mobile and Unified Communications products by phone, email and approved digital channels; Record and manage enquiries, incidents and requests in the service management system; Use work instructions to identify issues, provide first-level support and escalate when needed; Keep customers informed with clear, accurate and timely updates; Maintain device, SIM and service records

Requirements

Customer service experience supporting mobile phones, or from an IT service desk, contact centre, or a retail or customer-focused setting; Communicates clearly and enjoys helping people solve problems; Organised, dependable and comfortable learning new systems and processes; Works well with others and takes ownership of tasks through to resolution; Baseline security clearance required; NV1 security clearance preferred

Nice to have

ICT qualification or certification; ITIL certification or a basic understanding of ITIL