Job Description

Salary: 35k
Hours: Monday to Friday 8:30-17:30 +OOH Support
Holiday: 25 days + bank holidays
Location: South East - Field & Remote
?Who are Global 4?
Here at Global 4, We Love Tech and offer a range of services and products to support businesses across the whole of the UK. Our vision is to solve our customers technology challenges, by advising and implementing the right solution, and always demonstrating best in class service excellence. We offer a wide range of solutions, from cloud telephony, IT, CCTV & Security services, data connectivity and mobiles as well as energy.
As a forward-thinking business utilising the latest technology, we support a wide range of clients in multiple industry verticals. Our Trustpilot rating proudly sits at near-on 5 stars in demonstration of our Exceptional Service whilst our internal processes and security are backed by ISO 9001, 14001 and 27001 accreditations! The experience we provide our customers with is unparalleled, and our proposition enables us to welcome hundreds of new clients every year whilst retention is at an all-time high.
With a clear vision and strong values, Global 4 is looking to expand its incredible team and require driven, passionate, and personable professionals to join their mission. We continue to Grow Together, investing in our people and our product offering. If you're looking for a change, for a challenge, for reward, and can Work Hard, Play Hard, now is the time to join Global 4!
What benefits will you receive?
50% off our Broadband & Utility packages, completely free after two years.
33 days holiday allowance including bank holidays.
5 additional days leave granted based upon length of service.
250 Bright Ideas Scheme.
Kudos Employee Recognition Scheme - Including Days Out.
Buy & Sell holiday allowance scheme.
Death in service benefit.
Pension scheme.
Complimentary fresh fruit, tea, and coffee.
Eye care vouchers.
Friday fridge.
Company lunches.
1,000 Refer A Friend Scheme.
Fun incentives.
Paid Charity leave.
What will you be doing?

• Visting Client sites to provide IT & Telco solutions as a field engineer.
• Work with the other members of the Technical Teams and together act as a single point of contact for IT & Telco issues, changes and queries.
• 2nd & 3rd line end user support - troubleshooting of IT & Telco related problems, including escalations from our support teams, customers, the Client Experience Team and from third parties.
• Monitoring of customers systems using remote monitoring and management tools. Performing daily checks of systems and services and reporting on the condition of these.
• Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.
• Publishing support documentation to assist other members of the Technical & Client Experience teams or customers with requests for information & provide training if required.
• Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.
• Make recommendations to allow future proofing of IT Support services for the customer, whether process driven or technical changes along with being a brand ambassador promoting our Global 4 services where appropriate.
• Be involved in New Client onboarding on site- to understand & document client environments so that the IT & Telco teams are able to confidently support the customer.
• Attend client sites to complete pro-active or reactive IT &Telco support tasks, as driven by customer or ticket demand.
• Provide extensive and complex technical knowledge to our customers - Be the escalation point for the team, for more complicated faults, ensuring you're sharing knowledge and upskilling accordingly.
• Articulate a strong technical understanding of the fault and solution required and breakdown technical definitions to a basic understanding for our customers
• Work collaboratively within the team. Be pro-active when it comes to self-development especially with technical upskilling.
• Responsible for accurately diagnosing and resolving customer faults within defined SLA's, identifying trends and repeat faults to get a final solution.
• Ability to build, configure and maintain all customer solutions to a high standard
• Adhere to company work instructions, including accurate logging of information and setting next actions - Complying with ISO and GDPR practices.

Requirements for the role:

• Tenacious and goes the extra mile
• Detail-oriented, eager to learn and listen
• Quick to develop technical and service skills
• Strong cross-functional collaboration skills
• Logical, process-driven problem solver
• Proven track record of driving quality
• Hands-on, supports team workload
• Highly organised and multitasker
• Strong problem-solving and attention to detail
• Experienced in customer service with a warm approach
• Flexible and adaptable to business needs
• Skilled in networking and router configuration, incl. advanced Wi-Fi &VOIP services
• Passionate about IT/Telecoms
• Naturally customer-focused with excellent customer skills
• Strong communicator with empathy for customers, colleagues, and suppliers
• Supports and coaches others when possible
• Professional, approachable, and courteous
• Positive team player who leads by example
• Holds a clean UK driving license
• Willing to travel and stay overnight when required

Skills Required