Telco Support Specialist

Job role: Telco Support Specialist
​Department: Technical Support
​Location: Gateshead
​​Working Pattern:​   Monday to Friday (37.5 hours per week) - 4 days in Office
​​Contract: Permanent
​​

What we're all about…

At Agilico we're on a journey to build a better future for our people and planet. We're proud to be the UK's pioneering Circular-First workplace technology business.

From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, we're dedicated to integrating sustainable practices throughout our operations.

We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow.

Job Summary

The Telco Support Specialist will be responsible for providing expert-level technical support for complex telecommunications issues, performing advanced diagnostics, and collaborating with other support teams to ensure the highest levels of service reliability and performance. This role requires deep technical knowledge, strong problem-solving skills, and the ability to lead critical projects.

Key Responsibilities

Technical Support

• Provide support for telecommunications systems, including VoIP, SIP, PSTN, and mobile networks.
• Resolve complex technical issues escalated from Support teams.
• Conduct root cause analysis for recurring issues and implement long-term solutions.

System Maintenance

• Perform advanced configuration, maintenance, and monitoring of telecom equipment and systems.
• Plan and implement system upgrades, patches, and improvements to ensure optimal performance.

Project Management

• Lead and participate in telecommunications projects, including system upgrades, migrations, and new implementations.
• Collaborate with other IT teams and external vendors to ensure project success.

Incident Management

• Manage and document the lifecycle of critical incidents from initial report to resolution, including post-incident reviews.
• Develop and maintain incident response procedures and protocols.

Customer Service

• Provide expert advice and support to customers and internal teams on telecommunications matters, including training.
• Ensure timely and effective communication with stakeholders regarding issue status and resolution timelines.

Documentation

• Create and maintain detailed technical documentation, including network diagrams, configuration guides, and operational procedures.
• Develop and deliver training materials and sessions for Support teams.

Continuous Improvement

• Identify and implement improvements to telecommunications processes and practices.
• Stay updated with the latest industry trends, technologies, and best practices.

Requirements

Education

• Bachelor's degree in Telecommunications, Computer Science, Information Technology, or related field, or equivalent experience.

Experience

• Minimum of 5 years of experience in a telecommunications support role, with at least 2 years in a 3rd line or similar expert-level position.

Technical Skills

• Proficiency in telecom network infrastructure, including routers, switches, firewalls, and other telecom equipment.
• In-depth knowledge of telecommunications protocols and systems such as VoIP, SIP, PSTN, and mobile networks.
• Experience with telecom monitoring and diagnostic tools.
• Familiarity with telecom regulatory and compliance requirements.

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and lead projects.
• Detail-oriented with strong organizational skills.

Flexibility

• You may be required to work overtime when necessary due to customer requirements.
• You may be required to work in a different department to back fill engineers.
  

Travel

• Travelling to customer sites throughout the UK maybe required.

Preferred Qualifications

• Relevant certifications such as Cisco CCNP, CompTIA Network+, CompTIA Security+, or similar.
• Experience with telecom-specific software and platforms (e.g., Asterisk, FreeSWITCH).
• Knowledge of scripting languages (e.g., Python, Bash) for automation tasks.

What We Offer

• Opportunities to progress and grow your career
• 23 days holiday plus bank holidays, rising to 28 days after 5 years
• Stakeholder pension scheme & death in service benefit.
• Agile Perks reward platform offering discounts and great deals
• Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
• Cycle to work scheme
• Volunteer Days
• Referral bonuses if you nominate a friend or a new customer
• Employee Assistance Programme – free advice on relationships, mental health and financial planning and more.
• Enhanced Maternity and Paternity scheme

Agilico is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.