Technical Support Analyst

Technical Support Analyst

YOUR NEXT JOB!

Any company can tell you about how they are a multi award winning market leading business and yes we are both of those things in the world of IoT connectivity! But were more than that. Our mission To make IoT management a breeze for any device anywhere. With over 15 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks we connect you to more than 750 networks worldwide delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA and we have an insatiable hunger to wow! While we may not always get it right our drive to collaborate innovate and achieve top-notch customer satisfaction never wavers. We offer industry expertise stellar service support and the most flexible resilient and secure connectivity solutions on the market. Our expertise spans across various sectors including industry agriculture healthcare security transport utilities and smart cities.

The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot IoT is everywhere even if you dont realize it. At Wireless Logic we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

As a Technical Support Analyst at Wireless Logic youll be instrumental in delivering stellar service as the third line of defence against technical challenges. This is a varied and critical position primarily responsible for diagnosing and resolving escalated SIM connectivity faults from Level 2 teams and managing overall service expectations. A key part of the role involves the setup and advanced troubleshooting of SSL-based VPN services (like OpenSSL and IPSEC) to ensure secure data flow for our customers.

Youll be the expert liaison engaging with both mobile network partners and customers to resolve issues manage relationships and handle queries. This role demands excellent attention to detail strong organisational skills and a proactive team-player approach to ensure all cases are logged updated and resolved in strict adherence to our SLAs ultimately keeping the wheels of our market-leading IoT platform turning.

• Be the Ultimate Resolver (Top Priority) :
  Dive into escalated SIM connectivity faults from our Level 2 teams and networks providing 3rd line support to diagnose and resolve complex technical issues like a seasoned pro.
• VPN Wizardry :
  Master the creation and troubleshooting of SSL-based VPN services (like OpenSSL and IPSEC) making sure our customers data flows securely and reliably.
• Customer Care Champion :
  Manage and nurture customer relationships responding to requests and queries with clarity and speed ensuring every interaction adheres to our Service Level Agreements (SLAs).
• Network Navigator :
  Act as the vital link between our customers and mobile networks liaising with them to perform diagnostics SIM checks and gather necessary information.
• Ticket Tamer :
  Ensure all cases are meticulously logged updated regularly and resolved within target times (we might use cool systems like Zendesk!).
• Device Configurator :
  Lend a hand with SIM device configuration helping customers get their IoT hardware set up for success on our platform.
• Out of Hours or On-Call work may be required.

• Experience Sweet Spot :
  Ideally 3 years in a Technical Support or NOC (Network Operations Center) environment focusing on Telecoms or Managed Connectivity Services.
• IoT Know-How : A solid practical understanding of the Internet of Things (IoT) ecosystem including how devices connect and interact.
• Network Ninja :
  Core understanding of networking fundamentals including Routers Switches and Firewalls and the ability to interpret network diagrams . A basic grasp of the mobile telecommunications network is a big plus!
• Process Pro :
  Familiarity with modern work frameworks…