703 Troubleshooting jobs in the United Kingdom

• Providing advanced technical support to customers via phone, email, and chat, resolving complex hardware and software issues.
• Investigating, diagnosing, and documenting customer problems and their solutions.
• Escalating unresolved issues to appropriate internal departments (e.g., engineering, product development).
• Mentoring and training junior support staff on technical procedures and best practices.
• Developing and maintaining a knowledge base of product issues and solutions.
• Proactively identifying trends in customer issues and recommending product improvements.
• Ensuring timely and effective resolution of customer inquiries, meeting or exceeding service level agreements (SLAs).
• Gathering customer feedback and sharing insights with product and development teams.
• Contributing to the continuous improvement of customer support processes and tools.

• Responding promptly and professionally to customer inquiries across multiple platforms.
• Troubleshooting software and hardware issues, providing step-by-step guidance.
• Documenting customer interactions and resolutions accurately in the CRM system.
• Identifying trends in customer issues and escalating complex problems to the relevant technical teams.
• Contributing to the knowledge base by creating helpful articles and FAQs.
• Proactively identifying opportunities to enhance the customer experience.
• Maintaining a high level of product knowledge.
• Collaborating effectively with team members in a remote environment.
• Meeting and exceeding key performance indicators for customer satisfaction and resolution times.
• Participating in regular virtual team meetings and training sessions.

• Provide remote technical support and troubleshooting for a range of electromechanical systems and equipment.
• Diagnose faults and identify root causes of equipment malfunctions using remote diagnostic software and tools.
• Guide customers through step-by-step troubleshooting procedures via phone, video conferencing, and digital manuals.
• Analyze equipment performance data to identify potential issues and recommend proactive maintenance.
• Document all service interactions, diagnostic findings, and resolutions in the company's CRM system.
• Collaborate with internal engineering and product development teams to escalate complex issues and provide feedback for product improvement.
• Maintain a high level of customer satisfaction by providing timely, accurate, and effective technical assistance.
• Develop and maintain technical knowledge base articles and troubleshooting guides for remote support.
• Stay updated on new product releases, updates, and common technical issues.
• Ensure adherence to all company policies and procedures related to customer support and data security.

• Proven experience as a Field Service Engineer, Technical Support Specialist, or similar role, with a strong emphasis on remote troubleshooting.
• Proficiency in diagnosing and repairing complex mechanical, electrical, or electronic systems.
• Experience with remote access software, diagnostic tools, and technical documentation platforms.
• Excellent problem-solving and analytical skills, with the ability to think critically under pressure.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently, manage time effectively, and maintain productivity in a remote work environment.
• Familiarity with CRM systems and ticketing platforms.
• Relevant technical certifications or a degree in an engineering or technical field is preferred.
• Ability to read and interpret technical drawings and schematics.
• A customer-centric approach with a commitment to providing excellent service.

At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It's important work we do. Learning together, inspiring colleagues, and making the entire organisation better. Join us and help keep the nations critical networks connected and protected 24/7.

What you’ll do:

• Report daily to the line manager of outputs, problems, issues
  
• Provide updates on a regular basis to works control and noticing department
  
• Keep accurate daily records of works planned and issues encountered, updating SOLO Notes & Project tracker notes.
  
• Ensure all Job Pack Supporting Documents including ‘Box to Box’ Diagrams and Openreach A537 forms are completed accurately and to specification.
  
• Ensure that all Traffic Management / TTRO requirements are met and recorded.
  
• Set Estimate Required By Dates in line with delivery program
  
• Allocate jobs on SOLO/Connect system to Accredited Resource.
  
• Ensure Estimates follow mandated system progress / RFNA (Ready For Next Activity)
  
• Attend Exchange Mobilisation Meetings and carry out Joint Site Meetings with client and other relevant stakeholders
  
• Compare Build Packs to Survey expectation
  
• Check Quality of Surveys (% of total) / Walk PON Routes
  

Key Requirements:

• Demonstrable understanding of the Openreach external network.
  
• Extensive Knowledge of Building a PON Telecoms Network – preferably on the Openreach Network – Fibre Cities.
  
• Preferable experience of SOLO / Connect / CT Mobile
  
• IOSH Managing Safely
  
• NRSWA Unit LA, S2)
  
• Hold a Full UK Driving Licence
  

What we offer:

A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• 26 days holiday, plus public holidays, and the option to buy or sell days annually
  
• Essential Vehicle
  
• Company pension scheme
  
• A range of family friendly policies
  
• Occupational health support and wellbeing Portal
  
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
  

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• To troubleshoot and resolve complex issues and escalations - 2nd level support 
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• Providing regular updates when required to relevant parties- both internally and to customers
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• Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
• Support with the roll out of new software/hardware releases

• 2 years + in technical helpdesk support role. 
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We are delighted to be recruiting for a Technical Support advisor for a fantastic Client Based in South Shore Blackpool. This company is well connected by public transport links and is easily accessible for people commuting from Lytham, St'Annes, Blackpool, Layton, Bispham, Clevleeys and Kirkham. This is a role for someone with experience in the IT industry or someone with a keen interest moving into it.

Technical Support advisor Salary: 27,500

Technical Support advisor Hours: 7:30am-5:30am (40 hours in between)

Technical Support advisor company benefits:

-20 Days holiday +

• To troubleshoot and resolve complex issues and escalations - 2nd level support 
• To liaising online  and via the web portal, assess (triage) and investigate issues to assist with issue resolution.
• Acting as a first point of contact for customer calls
• Use the internal system to log and update calls
• To support with software related issues
• Providing regular updates when required to relevant parties- both internally and to customers
• Acting as an escalation point to resolve and troubleshoot complex issues
• Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
• Participate in both functional and technical training
• Documenting all aspects of the work using the internal system
• Collaborate with 3rd party supplier
• To participate with client monthly meetings and reviews 
• To provide support to customers from start to completion
• Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
• Support with the roll out of new software/hardware releases

• 2 years + in technical helpdesk support role. 
• To be self-motivated and a contributing member of the team
• Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
• Good time management.
• Ability to work under pressure.
• NVQ1/GCSEs and above (or equivalent) in key competencies
• Excellent Customer Service Skills
• Technical skills in SQL and database management. (preferred)
• Good understanding of