Technical Support Analyst

Key Responsibilities

• Provide remote technical support via telephone, email and chat.
• Diagnose and resolve faults across VoIP, IPPBX, broadband, connectivity and network environments.
• Troubleshoot VoIP platforms including Yeastar, 3CX, Bicom, IPECS and IP Voice.
• Support telecoms hardware including Yealink handsets, DECT devices and headsets.
• Troubleshoot broadband, mobile broadband and leased-line connectivity.
• Diagnose router, switch, Wi-Fi and LAN-related faults.
• Analyse call quality, connectivity and service issues and identify root causes.
• Manage technical faults from initial logging through to resolution within SLA.
• Escalate complex technical faults appropriately.
• Liaise with telecoms suppliers, carriers and technical teams to resolve incidents.
• Assist with major outages and service-impacting incidents.
• Maintain accurate technical fault notes and customer updates.
• Participate in ongoing technical and product training.

Minimum Requirements

• Matric.
• Relevant Telecoms / Networking / Technical qualification advantageous.
• Strong telephone-based technical support experience.
• Proven troubleshooting experience across VoIP, IPPBX, internet connectivity and networks.
• Yeastar experience is essential.
• Good understanding of routers, switches, Wi-Fi and LAN environments.
• Experience troubleshooting telecoms hardware and connectivity faults.
• Strong fault diagnosis and logical problem-solving ability.
• Able to take ownership of technical issues through to resolution.
• Strong verbal and written communication skills.
• Willing and able to work UK hours, including weekend shifts.
• Position is full-time and office-based in Milnerton.

Advantageous

• Previous experience within a telecommunications provider, ISP or VoIP environment.
• Experience supporting UK-based customers.
• Familiarity with South African ISPs and fibre providers such as MWEB, RSAWEB and Octotel.
• Experience with 3CX, Bicom, IPECS, Yealink and DECT technologies.

Technical Environment

The successful candidate should ideally have exposure to:

VoIP / IPPBX: Yeastar, 3CX, Bicom, IPECS, IP Voice
Connectivity: Broadband, Mobile Broadband, Leased Lines
Networking: Routers, Switches, Wi-Fi, LAN
Hardware: Yealink, DECT, Headsets
Support: Fault Management, SLA Management, Outage Support, Remote Diagnostics

Ideal Candidate

You are a technically minded troubleshooter who enjoys diagnosing telecoms, voice and connectivity faults rather than providing general desktop support.

You work logically, communicate confidently with customers and are comfortable investigating issues across VoIP platforms, internet connections, routers, Wi-Fi, switches and telecoms hardware until the root cause is identified and resolved.

Yeastar experience is essential for this position.