Telecoms Technical Support Specialist - Office Based, Umhlanga

The Telecoms Technical Support Specialist is responsible for delivering high-quality technical support across a range of telecommunications products and services. The role involves diagnosing and resolving faults across voice, data, and connectivity solutions, ensuring customers and users receive a reliable, efficient, and professional support experience.

This position plays a key role in maintaining service continuity, supporting customer satisfaction, and ensuring telecoms systems and services operate effectively with minimal disruption.

• Provide first-line and technical support for telecoms products and services via telephone, email, and remote support tools.
• Troubleshoot and resolve issues relating to voice, broadband, hosted telephony, VoIP, SIP, mobile services, and data connectivity.
• Log, update, prioritise, and manage support tickets in line with agreed SLA targets.
• Diagnose faults and escalate complex or unresolved issues to senior engineers, carriers, or third-party providers when required.
• Support customers with installation, configuration, and troubleshooting of telecoms equipment including routers, handsets, and IP devices.
• Carry out provisioning, adds, moves, and changes (AMC) for customer accounts and telecoms services accurately and efficiently.
• Monitor service performance and proactively identify potential faults or service-impacting issues.
• Liaise with network providers, suppliers, and internal teams to ensure timely and effective fault resolution.
• Provide clear, professional, and customer-focused technical support at all times.
• Maintain accurate records of incidents, troubleshooting steps, and resolutions within internal systems.
• Support service provisioning, upgrades, and implementation of new telecoms solutions.
• Ensure all work is completed in accordance with company procedures, security policies, and industry best practices.
• Contribute to continuous improvement initiatives within the technical support function.

Requirements

• Previous experience in a Telecoms Support, Service Desk, or Technical Support role is preferred.
• Strong understanding of telecoms technologies including VoIP, SIP, hosted telephony, broadband, and mobile services.
• Good knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and general connectivity troubleshooting.
• Experience working with routers, switches, IP phones, and telecoms hardware.
• Familiarity with ticketing or service management systems.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent verbal and written communication skills with a professional telephone manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation with the ability to build effective relationships.
• Ability to work independently as well as collaboratively within a team.
• High attention to detail and commitment to delivering quality service.

Benefits

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities—we grow people, not just teams
• Learn fast, move fast, and make an impact from day one