M Group Telecom
Service Support Specialist (1st Line)
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Service Support Specialist (1st Line)
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career; with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
At M Group Telecom, we’re enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future.
We deliver full network cycle services for fixed, private and mobile operators.
Private networks- We find the best technology, manage assets and refresh systems. With 24/7 network operations, we keep things running smoothly, while operating comprehensive network repair and maintenance to keep everything in top shape.
Want to come and be a part of it?
What will you be doing?
You'll play a key role in keeping our sites running smoothly by coordinating and managing all aspects of supplier and contractor access. You’ll arrange and verify site access, ensuring every visit fully complies with customer‑approved procedures and security standards. You’ll also work closely with external stakeholders - including landlords - to secure and validate permits to work so everything is in place before anyone steps on site.
You'll validate that everyone requesting access holds the correct security clearances, and you’ll raise, update, and close access tickets across internal systems, customer platforms, and approved third‑party tools. Precision matters, so you’ll maintain accurate, high‑quality records within agreed SLAs.
You’ll coordinate with field engineers and logistics partners to confirm attendance, track departures, and ensure maintenance activities are supported and ready to go. And when something can’t be resolved or a stakeholder challenge gets in the way, you’ll escalate swiftly to second‑line teams to keep operations moving.
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We’ll need you to be organised, detail‑focused, and confident managing multiple tasks at pace. You’ll keep documentation up to date, communicate clearly with all stakeholders, and complete all mandatory training modules on schedule.
Working Pattern
Monday to Friday on a rotating shift:
Week 1: 08:00 - 16:00 Week 2: 09:00 - 17:00
What you’ll bring?
Strong verbal and written communication skills, enabling you to engage confidently and professionally with a range of stakeholders.
A detail‑orientated approach, ensuring accuracy and high standards in every task.
Solid problem‑solving ability and good analytical judgement to resolve issues effectively.
Great time‑management skills, with the ability to prioritise your workload in a fast‑moving environment.
Confidence using Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) and collaboration tools such as Microsoft Teams.
Experience working in a Service Desk or NOC environment, bringing an understanding of operational workflows.
A resilient and adaptable mindset, staying calm and proactive when challenges arise.
A helpful, can‑do attitude and willingness to go the extra mile to support colleagues and customers.
A growth mindset, always looking for ways to learn, improve and develop.
Experience handling difficult conversations with stakeholders while maintaining professionalism.
Previous customer service experience, giving you a strong foundation in supporting others and delivering excellent service.
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include.
Matched or contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programme My Rewards portal, access to 1000’s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leave and adoption leave Reward and recognition scheme
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In addition, this role offers;
Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more! Discretionary bonus scheme 25 days annual leave plus bank holidays Recommend a friend - get rewarded for introducing people to us!
About Us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
We’re responsible and go further for our people, clients, communities and the planet We’re open and seek new and better ways of exceeding expectations We’re together and as one team; the whole is greater than the sum of the parts We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
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