1st Line Telecoms Support Engineer

Telecoms - 1st Line Telco Technical Support Horsham, UK

Hours:

Monday to Friday, Shift pattern 8:30 am - 5:30 pm 

Holiday: 25 days + Bank holidays 

Office

Location:

Horsham, West Sussex 

Who are Global 4? 

We're not your average Telecom company. With an impressive 5-star Trustpilot rating and ISO 9001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey.

If you're yearning for a fresh opportunity and meaningful rewards, your time to shine is now - join Global 4! 

Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer. 

What Will You Be Doing? 

Handle first-line queries on customer networks across broadband, VoIP, and access circuits.

Perform diagnostics using packet captures, SIP traces, RTP flow analysis, and router interfaces.

Resolve latency, jitter, call-flow failures, registration problems, routing anomalies, and vendor interoperability issues.

Engage directly with carriers and platform providers to progress faults on customer lines and hosted voice services.

Maintain structured fault records aligned to regulated standards.

Validate restoration with line tests, QoS checks, and end-to-end call verification on customer services.

Monitor alerting and ticket queues based on service impact and SLAs.

Feed recurring patterns into root-cause actions and long-term fixes.

Coordinate with engineering and provisioning teams on number routing, circuit delivery, and platform configuration.

Apply working knowledge of IP networking, SIP behaviour, and broadband technologies (FTTC, FTTP, ADSL).

What do we need from you? 

Direct interest in telecom operations and customer-side service support.

Consistent quality focus and resolution discipline.

Experience stabilising customer faults, escalations, and conflict.

Clear technical communication with customers and carriers.

Strong documentation accuracy and process adherence.

Structured workload management in high-volume environments.

Proven customer-service capability within technical telecom contexts.

Flexibility aligned to operational demand.

Practical competence with router configuration and CPE behaviour.

Evident engagement with telecoms as a technical field.

What benefits will you receive? 

50% off our Broadband & Utility packages, completely free after two years 

£1,000 Refer A Friend Scheme 

33 days holiday allowance including bank holidays 

5 additional days leave granted based upon length of service 

£250 Bright Ideas Scheme 

Kudos Employee Recognition Scheme – Including Days Out 

Buy & Sell holiday allowance scheme 

Death in service benefit 

Pension scheme 

Eye care vouchers 

Friday fridge 

Paid Charity leave