First Line Tech Support

Salary: £? - ? per year

Requirements:

• Previous experience in a Customer Service, Helpdesk, Technical Support or Telecoms Support role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a logical approach to troubleshooting.
• Good IT skills and confidence using multiple systems.
• Ability to remain calm and professional under pressure.
• Strong attention to detail and organisational skills.
• A positive and customer-focused attitude.
• Ability to work effectively both independently and as part of a team.
• Experience within a telecommunications, broadband, ISP or IT support environment.
• Knowledge of routers, Wi-Fi networks, broadband technologies and VoIP systems.
• Experience using helpdesk or ticket management systems.
• Understanding of networking fundamentals and connectivity troubleshooting.

Responsibilities:

• Act as the first point of contact for customer technical support enquiries via phone, email and ticketing systems.
• Diagnose and troubleshoot broadband, Wi-Fi, telephony and network connectivity issues.
• Log, update and manage support tickets accurately.
• Perform initial fault diagnostics and remote troubleshooting.
• Escalate complex technical issues to second-line support teams where required.
• Monitor service performance and customer-reported faults.
• Guide customers through basic technical fixes and configuration changes.
• Investigate service outages and provide regular customer updates.
• Assist with new customer installations, activations and service provisioning.
• Maintain accurate records of customer interactions and resolutions.
• Ensure all customer queries are handled in line with company service standards and SLAs.
• Support continuous improvement initiatives within the technical support function.

Technologies:

• Support
• Network

More:

We are a growing and customer-focused telecommunications business based in West Hull. We offer a competitive salary of £13.45 per hour, a 4 on / 4 off shift pattern that provides excellent work-life balance, career development opportunities, full training and ongoing support, and a friendly, supportive team environment. Our modern offices are based in West Hull, and we welcome motivated individuals with strong customer service skills and an interest in technology to join our busy support team.

last updated 36 week of 2026