Job Specifications
YOUR NEXT JOB!
What We’re All About
Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 15 million IoT subscriptions active in 165 countries and direct partnerships with 50+ mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.
Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.
IoT… a fancy acronym or a secret code?
The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.
Role Overview
Join the Wireless Logic Adventure:
As a Technical Support Analyst at Wireless Logic, you'll be instrumental in delivering stellar service as the third line of defence against technical challenges. This is a varied and critical position, primarily responsible for diagnosing and resolving escalated SIM connectivity faults from Level 2 teams and managing overall service expectations. A key part of the role involves the setup and advanced troubleshooting of SSL-based VPN services (like OpenSSL and IPSEC) to ensure secure data flow for our customers. You'll be the expert liaison, engaging with both mobile network partners and customers to resolve issues, manage relationships, and handle queries. This role demands excellent attention to detail, strong organisational skills, and a proactive, team-player approach to ensure all cases are logged, updated, and resolved in strict adherence to our SLAs, ultimately keeping the wheels of our market-leading IoT platform turning.
Your Daily Quest (Key Responsibilities): Here’s what their day-to-day adventure will look like – the bread-and-butter (or avocado on toast, whatever your preference):
Be the Ultimate Resolver (Top Priority): Dive into escalated SIM connectivity faults from our Level 2 teams and networks, providing 3rd line support to diagnose and resolve complex technical issues like a seasoned pro.
VPN Wizardry: Master the creation and troubleshooting of SSL-based VPN services (like OpenSSL and IPSEC), making sure our customers' data flows securely and reliably.
Customer Care Champion: Manage and nurture customer relationships, responding to requests and queries with clarity and speed, ensuring every interaction adheres to our Service Level Agreements (SLAs).
Network Navigator: Act as the vital link between our customers and mobile networks, liaising with them to perform diagnostics, SIM checks, and gather necessary information.
Ticket Tamer: Ensure all cases are meticulously logged, updated regularly, and resolved within target times (we might use cool systems like Zendesk!).
Device Configurator: Lend a hand with SIM device configuration, helping customers get their IoT hardware set up for success on our platform.
Out of Hours or On-Call work may be required
The Secret Sauce (Key Experience & Skills):
Specific Experience & Sector Knowledge
Experience Sweet Spot: Ideally, 3+ years in a Technical Support or NOC (Network Operations Center) environment, focusing on Telecoms or Managed Connectivity Services.
IoT Know-How: A solid, practical understanding of the Internet of Things (IoT) ecosystem, including how devices connect and interact.
Network Ninja: Core understanding of networking fundamentals, including Routers, Switches, and Firewalls, and the ability to interpret network diagrams. A basic grasp of the mobile telecommunications network is a big plus!
Process Pro: Familiarity with modern work frameworks (like SCRM/Agile) is a bonus, showing you can adapt to rapid, evolving environments.
Qualifications & Bonus Skills
Tech Tools: Proficiency in PC literacy, with an Intermediate (minimum) level of competency in Microsoft Excel (you'll be crunching data!). Experience with Network Monitoring systems like PRTG is highly valued.
Certification Edge (Bonus): Relevant certifications like CompTIA Network+ or vendor-specific networking qualifications (e.g., Cisco CCNA) would certainly set you apart.
Data Dexterity: Comfort in dealing with large amounts of numerical data—you're a data-driven troubleshooter.
The Zendesk Advantage: Prior experience with ticke
About the Company
A new thing, device or asset is connected to our cellular platform every 18 seconds of every day. And today, we have over 14 million IoT subscriptions active in 165 countries, with collaborative partnerships that provide reach into more than 750 mobile networks across the globe.
Our purpose-built IoT connectivity platforms connect (globally and locally) across multiple mobile networks and technologies to give customers a single management window for their assets. It provides the ultimate connectivity, control and security ...
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