First Line Support Engineer - Norton

Salary: £28,000 - 28,000 per year

Requirements:

• Working knowledge of Windows, Mac and Linux operating systems
• Basic understanding of networking
• Experience in a customer service environment
• Clear, professional written and verbal communication
• Logical approach to diagnosing and solving problems
• Ability to work well as part of a team
• Familiarity with TCP/IP is desirable
• Additional language skills, particularly Spanish, Italian, French, German, Portuguese or Polish, are useful

Responsibilities:

• Answer and manage inbound technical support calls
• Handle live chat and SMS contacts from customers
• Log, track and resolve first-line technical faults
• Escalate issues in line with our company policy when required
• Administer customer accounts and support the sign-up process
• Monitor third-party SLA compliance and process relevant actions
• Manage service abuse cases
• Contribute to a safe, environmentally responsible working environment

Technologies:

• Support
• Linux
• TCP/IP
• Windows

More:

We connect students, residents and businesses across the UK and Europe to fast, reliable internet. Were looking for a First Line Support Engineer to join our close-knit support team at our Sheffield city centre office. This is a varied, shift-based role providing first-line support across our student, residential and business product lines, with cover between 08:00 and 22:00 Monday to Friday and 08:00 and 20:00 at weekends. Were committed to fostering an inclusive workplace where diversity is valued, and we welcome applications from people of all backgrounds and identities. We provide reasonable adjustments throughout the recruitment process and beyond to help ensure it is accessible and fair.

last updated 39 week of 2026