2nd Line Telecoms Technical Analyst

Utility Warehouse Limited
North West London, London
23 Jul 2017
22 Aug 2017
Contract Type
Full Time

Are you a 'Techie’ and have experience in troubleshooting Broadband, Phone and Mobile services? Would you like to work for one of the UK's fastest growing companies? How about a Company that will pay you up to 12.5% on top of your salary for simply providing great customer service? And how about a Company of over 1,000 staff that believe so strongly in internal progression that most of its Supervisors, Managers, Senior Managers (and even two of its Directors) began their careers as Customer Service Advisors?

Well if you do then you have come to the right place!

About us

We may be a FTSE 250 company, with year-on-year growth, but at the heart of it we still see ourselves as an entrepreneurial challenger, with a strong family feel. We stand out as the UK’s only fully integrated provider of a wide range of competitively priced utility services spanning both the communications and energy markets. Our growth is based mainly upon 'word of mouth’ recommendations. And grow we do, because we are passionate about delivering excellent Customer Service, the hallmark of our Company which runs through everything we do. We’ve even been recognised as Best Telecoms Provider at the Which? Awards 2017.

With our stunning and modern network headquarters being based in Colindale, North West London, we are easily accessible via the Northern Line and are a short drive from the North London, Middlesex and Hertfordshire areas.

What we offer

At Utility Warehouse we offer people stability, career progression and a workplace that still has that family feel which you don’t often see in larger companies.

We also offer a competitive salary of £22,500 (plus an increase upon successfully completing probation), a great bonus structure of up to 12.5% of salary (OTE £25,500), and a benefits package including 25 days holiday (plus bank holidays), free parking, annual salary review, share options, an additional Christmas Bonus and much more!

About the role

We are looking for a customer focused, hardworking and technical individual to join our Technical Operations Team.

The role is to provide 2nd line support to our Customers and to resolve escalated technical issues for any of their telecommunications services through extensive testing, troubleshooting and technical expertise..

These include:

Landline & Broadband

  • Troubleshoot voice issues relating to making and receiving calls, use of service calling features, and reporting line faults to our network provider for further investigation

  • Troubleshoot data issues affecting service operation such as authentication, connectivity, and service performance along with LAN & WLAN networks

  • Conduct extended testing and troubleshooting along with proactive fault management across our suite of data and voice services (ADSL, CPS, FTTC, MPF, Mobile, NGN, VOIP, WLR), as well as providing increased levels of support on Email, Mobile broadband, and any other supplied equipment or software


  • Troubleshoot issues relating to coverage, mobile data browsing/usage, making and receiving calls, roaming, additional service features such as voicemail access/retrieval and handset troubleshooting


  • Troubleshoot issues affecting service configuration, operation and performance (QOS)


  • Configuration of email clients such as Outlook, Outlook Express, Mac Mail, Windows Mail, Thunderbird and other clients (i.e. Setup of IMAP/POP3 account, configuring and authenticating SMTP server)

  • Analysing email headers to help identify and resolve issues

  • Providing guidance and support on our webmail platform

Technical Operations Analysts are ambassadors for our Company and successful applicants will need to demonstrate knowledge and understanding of the below:

  • How to deliver customer service to a high standard

  • Operating systems including Android, Linux, MAC OS, Windows, etc

  • The operation of TCP/IP, NAT, DHCP and DNS protocols.

  • BT Openreach’s infrastructure and how PSTN, ADSL and FTTx services are delivered

  • Mobile services and the infrastructure (i.e. how 2G, 3G, 4G and LTE, network services are delivered)

  • How SPF, DKIM and DMARC records operate

Experience working for a telecommunications provider in a 2nd line technical support role would be advantageous, but not essential as they will accept applications from people who have experience and/or knowledge of troubleshooting the above telecoms and network issues.

The Technical Operations Team is open between 8am and 8pm from Monday to Friday and 9am to 4:30pm on Saturdays.

If you think this could be you, and that you would enjoy working in a busy but buzzy telecommunications support team, then you could be right for us and we look forward to receiving your application!