Technical Support Analyst

Technical Support Analyst

YOUR NEXT JOB

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity But we're more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 15 million IoT subscriptions active in 165 countries and direct partnerships with 50+ mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to 'wow' While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

The Internet of Things (IoT) is like the magical glue that keeps the world connected From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don't realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Join the Wireless Logic Adventure:

Role Overview:

As a Technical Support Analyst at Wireless Logic, you'll be instrumental in delivering stellar service as the third line of defence against technical challenges. This is a varied and critical position, primarily responsible for diagnosing and resolving escalated SIM connectivity faults from Level 2 teams and managing overall service expectations. A key part of the role involves the setup and advanced troubleshooting of SSL-based VPN services (like OpenSSL and IPSEC) to ensure secure data flow for our customers. You'll be the expert liaison, engaging with both mobile network partners and customers to resolve issues, manage relationships, and handle queries. This role demands excellent attention to detail, strong organisational skills, and a proactive, team-player approach to ensure all cases are logged, updated, and resolved in strict adherence to our SLAs, ultimately keeping the wheels of our market-leading IoT platform turning.

Your Daily Quest (Key Responsibilities):Here's what their day-to-day adventure will look like – the bread-and-butter (or avocado on toast, whatever your preference):

• Be the Ultimate Resolver (Top Priority): Dive into escalated SIM connectivity faults from our Level 2 teams and networks, providing 3rd line support to diagnose and resolve complex technical issues like a seasoned pro.
• VPN Wizardry: Master the creation and troubleshooting of SSL-based VPN services (like OpenSSL and IPSEC), making sure our customers' data flows securely and reliably.
• Customer Care Champion: Manage and nurture customer relationships, responding to requests and queries with clarity and speed, ensuring every interaction adheres to our Service Level Agreements (SLAs).
• Network Navigator: Act as the vital link between our customers and mobile networks, liaising with them to perform diagnostics, SIM checks, and gather necessary information.
• Ticket Tamer: Ensure all cases are meticulously logged, updated regularly, and resolved within target times (we might use cool systems like Zendesk).
• Device Configurator: Lend a hand with SIM device configuration, helping customers get their IoT hardware set up for success on our platform.

The Secret Sauce (Key Experience & Skills):

Specific Experience & Sector Knowledge

• Experience Sweet Spot: Ideally, 3+ years in a Technical Support or NOC (Network Operations Center) environment, focusing on Telecoms or Managed Connectivity Services.
• IoT Know-How: A solid, practical understanding of the Internet of Things (IoT) ecosystem, including how devices connect and interact.
• Network Ninja: Core understanding of networking fundamentals, including Routers, Switches, and Firewalls, and the ability to interpret network diagrams. A basic grasp of the mobile telecommunications network is a big plus
• Process Pro: Familiarity with modern work frameworks (like SCRM/Agile) is a bonus, showing you can adapt to rapid, evolving environments.

Qualifications & Bonus Skills

• Tech Tools: Proficiency in PC literacy, with an Intermediate (minimum) level of competency in Microsoft Excel (you'll be crunching data). Experience with Network Monitoring systems like PRTG is highly valued.
• Certification Edge (Bonus): Relevant certifications like CompTIA Network+ or vendor-specific networking qualifications (e.g., Cisco CCNA) would certainly set you apart.
• Data Dexterity: Comfort in dealing with large amounts of numerical data—you're a data-driven troubleshooter.
• The Zendesk Advantage: Prior experience with ticketing systems, especially Zendesk, is a huge plus for hitting the ground running.

Why Come Work With Us?

Here's why we're confident you'll love being part of our team:

• The chance to join a creative, entrepreneurial company where bold ideas are celebrated.
• Full training, ongoing support, and the tools to help you thrive and grow in your role.
• We're a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.

Benefits Of Being Part Of The Team: (UK Permanent)

• 25 days holiday
• Buy up to 5 days additional holiday
• Birthday Day off
• Enhanced Maternity/Paternity Leave
• Group Company Pension Scheme
• Private Medical Insurance
• Discounted Gym membership at over 3000 Gyms
• Dental cover
• Optical cover
• Company Sick Pay Scheme
• Cycle to work scheme
• Onsite parking
• Access to a variety of online discounts on major retailers
• Employee assistance program

Ok, I'm Interested, What's Next?

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview – Meet the people team
• 1st Interview (Virtual) - Meet your manager
• 2nd Stage (Face to Face)- Meet your peers
• Final Stage (Virtual / Face to Face)- Meet our leadership

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

How we work?

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world's diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us () and we will respond to your query as soon as possible.