Technical Support Analyst at West Coast Personnel

• A growing technical telecommunications operation is seeking an experienced Technical Support Analyst to provide remote support to a UK customer base.
• This is a technical troubleshooting role rather than a general IT support position. The focus is on VoIP / IPPBX platforms, broadband and internet connectivity, routers, switches, Wi-Fi, LAN environments and telecoms hardware.
• The successful candidate must be confident diagnosing faults remotely, working methodically through technical issues and taking ownership of incidents from initial contact through to resolution.

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.