Customer Support Technician

Job Description

Benefits: 25 Days + Bank Holidays, Pension scheme with 5% match, Group Life Assurance 4x salary, Private Healthcare Scheme, Cycle to work scheme, Tech Scheme, Learning & Development programme & Volunteer time off.

The Role

The Customer Support Technician will work directly with customers across the full project lifecycle, from pre-installation technical planning through to live deployment support, fault diagnosis, and ongoing technical assistance.

This position requires hands on technical knowledge of wireless systems, networking, or telecommunications infrastructure.

This role reports to the EMEA Team Lead and Global Customer Support Manager. A hybrid role split with 3 days in the Masate office and 2 days working remotely, with an occasional requirement for national and international travel, primarily to meet customers and support product deployment.

Key Responsibilities

• Clarifying customer technical requirements ahead of new project installations and briefing the production team
• Setting up monitoring diagrams, users, alerts and calculations
• Attending site when required to support customer installations or investigate reported faults
• Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
• Managing the return and replacement of faulty equipment
• Assisting with fault diagnosis and contributing to fault reduction
• Providing training to customers
• Configuring equipment to customer specifications
• Receiving returned equipment and diagnosing faults
• Carrying out minor repairs and refurbishment of equipment

About you

As the Customer Support Technician, you will bring real engineering experience whether gained in the field, in a network operations environment, or through supporting complex technical systems.

Please note, this role is not suited to candidates with a background solely in generalist helpdesk IT Support. We require candidates to have experience working with, wireless systems, networking, or telecommunications infrastructure.

• Demonstrable experience of customer service in an engineering, or technical environment
• Experience working with one or more of the following: wireless systems, networking, or telecommunications infrastructure.
• Preferred Languages: Spanish and/or German
• Understanding of IP Networking
• Site experience in Rail and/or Construction is preferred