First Line Support Engineer
First Line Support Engineer
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Job Description
First Line Support Engineer
We are seeking a proactive and customer focused First Line Support Engineer to join our busy support team. In this role you will be the initial point of contact for customers seeking technical assistance. You will diagnose and troubleshoot basic issues manage ticket escalation and ensure a positive experience for our customers. This is a fastpaced environment and the ideal candidate will be comfortable handling multiple tasks prioritising issues and maintaining excellent communication with users by ticketing systems email and phone calls.
Key responsibilities of this role:
- Respond promptly to incoming support requests via phone email and ticketing systems.
- Diagnose and troubleshoot technical issues.
- Provide clear and effective solutions or escalate complex issues to secondline support as needed.
- Guide customers through stepbystep resolutions and ensure their issues are resolved satisfactorily.
- Perform routine checks and maintenance on customer equipment to prevent issues.
- Accurately document all customer interactions issues and resolutions in the support system.
- Maintain uptodate knowledge base articles and support documentation.
- Provide feedback on recurring issues to help improve products and services.
- Work closely with secondline support network engineers and other departments to resolve complex technical problems.
- Participate in team meetings and contribute to continuous improvement initiatives.
How well support you:
- Full structured training will be provided.
- Regular 11s with your line manager to review progress and provide support.
- Annual performance review.
- A friendly welcoming and supportive culture.
- Development opportunities.
Working Environment
We offer hybrid working to promote a healthy work/life balance working remotely and attending our Ilkley office 3 days per week. Therefore you will need to be within a reasonable commute of this office.
Requirements
Essential
- Excellent communication skills both verbal and written.
- Strong interpersonal skills with a customercentric attitude.
- Patience and empathy when dealing with frustrated or nontechnical customers.
- Analytical mindset with the ability to think critically and resolve issues efficiently.
- Willingness to learn and adapt to new technologies and processes.
Desirable
- Minimum of 12 years of experience in a technical support role preferably within an ISP or telecommunications environment.
- Relevant certifications (eg. CompTIA A Network Cisco CCNA) are a plus.
- Familiarity with networking concepts including TCP/IP DNS DHCP and VPN.
- Strong understanding of internet services networking hardware and common operating systems.
Benefits
- Salary 24570 pa
- Up to 25 days holiday per year plus Bank Holidays
- Wellbeing day.
- Hybrid working.
- Company events.
- Company pension 5 employer contribution
- Referral programme.
- Contractual sick pay.
- Employee Assistance Programme.
- Contractual maternity and paternity pay.
- Health Cash Plan.
- Nonwork related training allowance.
- Volunteering day.
- Day off for your birthday.
Closing date for applications: 31/03/2025
**NO RECRUITMENT AGENCIES**
Who we are
Schools Broadband a division of Talk Straight Ltd is now the leading provider of web filtering safeguarding and security software for schools and multi academy trusts. We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country. We now protect over 2500 organisations against advanced cyberattacks and keep nearly one million school children safe online with our unique cloudbased platform.
With steady year on year growth since our inception in 2007 we are a rapidly growing company with a talent pool of over 70 employees who we place at the centre of our success.
Equal Employment Opportunity
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion colour national origin gender sexual orientation age marital status veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However this job description is not intended to be an exhaustive list of qualifications skills efforts duties responsibilities or working conditions associated with the position.
Employment Type
Full-Time
