L1/L2 Helpdesk Technician

We're looking for a motivated Helpdesk Technician to join our Technical Support team and play a key role in delivering a high-quality customer experience across our global telecom operations. This is a reactive, customer-facing role where you'll act as a central coordination point between customers, vendors, and internal teams to support time-sensitive incident management, service restoration, and operational communications with customers and vendors across global connectivity services. The role requires the ability to interpret multiple concurrent issue threads, synthesise technical and operational information, and clearly document summaries, actions, and next steps for customers, vendors, and internal teams., * Act as the first point of contact for customer tickets, incidents, and service requests

• Log, triage, and manage tickets through to resolution or escalation
• Coordinate and escalate incidents directly with telecom vendors and carriers
• Facilitate issue triage, restoration activity, communications, and site visit coordination between customers and vendors
• Initiate and validate basic service diagnostics including ping testing and service reachability checks
• Deliver clear, professional, and timely customer updates throughout the incident lifecycle
• Support major incident management and escalation processes
• Work to meet and exceed SLA targets and operational response standards
• Maintain accurate ticket records, timelines, and operational documentation

Do you have experience in Telecommunication?, * Experience in a helpdesk, NOC, telecom operations, or customer support role

• Highly self-motivated, detail-oriented, ability to multi-task, and organized.
• Strong customer service and communication skills with the ability to manage high-pressure situations professionally
• Ability to coordinate across multiple parties and maintain ownership of incidents through resolution
• Understanding of basic networking and internet architecture concepts including IP connectivity, routing, latency, and service availability
• Familiarity with diagnostic tools such as ping and basic connectivity testing
• Strong attention to detail, organisation, and operational follow-through
• Ability to work effectively in a structured, SLA-driven environment
• Experience with ticketing based platform
• Interest in telecoms, networking, internet infrastructure, or managed services

Pulled from the full job description

• Free parking
• Company pension
• Private medical insurance
• On-site parking