Job Family: Technical Support
Overview
The technical support job family in telecoms is vital for assisting customers with technical issues related to services, products, and equipment. People within this profession interact directly with customers, possess technical expertise in telecommunications technologies, and excel in problem-solving. Collaboration, continuous learning, and a focus on customer satisfaction are key aspects of technical support roles. They maintain seamless operations and foster high customer satisfaction in the telecommunications sector.
Common Job Titles
Technical Support Specialist, Customer Support Representative, Help Desk Technician, Field Support Specialist, Unified Communications Support Specialist, Customer Care Technician, Telecom Billing Support Analyst, Data Centre Support Specialist, Quality Assurance Specialist, Network Support Engineer
Relevant Qualifications
Foundational Courses
GCSE's or A Levels in IT, Computer Science or Business would be beneficial.
Apprenticeships
Level 2 Customer Service Practitioner
Level 3 Information Communication Technician
Level 3 Customer Service Specialist
Level 3 Digital Support Technician
Degrees
Information Technology, Computer Science, Telecommunications Engineering, Information Systems
Vendor Qualifications and Certifications
CompTIA A+, CompTIA Network+, CompTIA Security+
Microsoft Certified: Azure Fundamentals
Cisco Certified Network Associate (CCNA)
ITIL Foundation
Recognised Status
Eligible for professional status from a recognised institutions such as The Institute of Telecommunications Professionals (ITP) and other registration bodies.