Technical Support Advisor- Telecoms, VoIP & Connectivity

• Diagnosing and resolving faults across business VoIP/PBX telephone systems, including call routing, handsets and service issues
• Diagnosing connectivity and network faults involving broadband, routers, access points, switches and cabling
• Managing support tickets from initial diagnosis through to resolution, working within SLAs and escalation processes
• Providing remote technical support and guiding customers through troubleshooting and basic on-site checks
• Monitoring support queues, prioritising critical cases and focusing on first-contact resolution wherever possible
• Liaising with third-party providers including Giacom, Gamma, TruSIP and Openreach to investigate and resolve faults
• Escalating complex issues to senior technical teams or engineers and coordinating site visits where required
• Delivering a consistently high standard of customer service, maintaining accurate ticket notes and keeping customers informed throughout

We’re looking for someone with at least 1 year’s experience in a technical support environment, with exposure to telecoms, VoIP or business connectivity, a good understanding of networking fundamentals and the confidence to troubleshoot technical issues directly with customers.

You’ll troubleshoot issues across VoIP and PBX phone systems, broadband, routers, access points, switches and cabling, taking ownership of customer issues from initial diagnosis through to resolution or escalation., * At least 1 year’s experience in a technical support environment, with experience supporting telecoms, VoIP or business connectivity

• Hands-on experience supporting or troubleshooting VoIP/PBX telephone systems
• Good understanding of broadband, routers, Wi-Fi/access points, switches and business connectivity
• Experience using ticketing systems, managing your own workload and working within SLAs
• Confident fault-finding and troubleshooting technical issues remotely with customers
• Strong problem-solving skills with a logical and methodical approach
• A confident communicator who can explain technical issues clearly to non-technical customers
• Customer-focused, organised and comfortable taking ownership of issues through to resolution, If you’re an experienced Technical Support professional who enjoys fault-finding, solving problems and helping customers, we’d love to hear from you., * Do you have at least 1 year’s experience working in a technical support environment, with experience supporting Telecoms, VoIP or business connectivity?
• Do you have hands-on experience supporting or troubleshooting business VoIP/PBX Telephone systems?
• Do you have hands-on experience troubleshooting business broadband and network connectivity, including routers and Wi-Fi/access points?
• Are you able to work full-time from our Southampton office during the advertised working hours?
• Which VoIP/PBX platforms, broadband providers, routers or connectivity solutions do you have hands-on experience supporting?
• Do you have the right to work in the UK without Sponsorship?

• 25 days’ annual leave + bank holidays
• An additional day of annual leave each year, up to 5 years
• 10 hours of MyTime allowance for appointments
• 2 paid volunteering days
• Casual dress code
• Service rewards after 1 year
• Company events
• Company pension
• Referral programme
• Sick pay
• Target-driven incentives to destinations like Dubai, Ibiza and many more

Our career perks…

• Funding for courses and qualifications
• Clear and structured progression plans
• Continuous technical training and development
• Opportunities to expand your knowledge across telecoms, VoIP, networking and connectivity
• Leadership opportunities as the team continues to grow and evolve

At Yo, we’ve been rated ‘Outstanding’ by Best Companies for the last 6 years, and it’s all thanks to one thing: our people. Without our incredible team, we wouldn’t have achieved the growth and success we enjoy today.