Technical Support
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Job Location:
Yearly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Join our Team as a 1st Line Technical Support Agent!
Location: Remote
Salary: Per Annum
Hours: Shift based between 8am and 6pm Monday to Friday
About the role:
Step into a fastpaced customerfocused environment where no two days are the same. As a 1st Line Technical Support Agent youll be the friendly knowledgeable first point of contact for customers needing help with their VoIP connectivity and mobile services. Youll diagnose issues resolve common problems and keep things running smoothly by escalating more complex cases to the right teams. If you enjoy troubleshooting thrive on delivering great service and are looking to grow your technical career this role gives you the perfect platform to learn develop and make a real impact.
What makes you a great fit:
Experience working in a clientfacing service desk or support environment
Strong analytical thinking and confident troubleshooting skills
Excellent organisational and timemanagement abilities
Understanding of cloud telephony and networking fundamentals
Experience configuring or troubleshooting networking and voice technologies
Previous experience in a technical support or IT helpdesk role
Basic knowledge of VoIP systems and broadband technologies such as ADSL FTTC FTTP or SOGEA
Ability to support a wide range of users from nontechnical customers to IT professionals
Customerfocused mindset with a proactive problemsolving approach
Clear confident written and verbal communication skills
Key responsibilities:
Provide firstline technical support via phone email and ticketing systems
Log categorise and prioritise support requests accurately using Salesforce
Troubleshoot VoIP 3CX connectivity and mobile service issues
Use internal tools and documentation to resolve common problems efficiently
Monitor personal ticket queues and meet KPIs including response and resolution times
Escalate unresolved or complex incidents to 2nd Line Support or specialist teams
Maintain communication with customers throughout the support process
Document incidents resolutions and updates clearly and accurately
Contribute to improving internal knowledge base articles and support documentation
Perks for our People:
Holidays: 25 days bank holidays and buy/sell options
Other Leave: Birthday day off 12 paid hours for flexible use Volunteer day
EV Scheme: Lease a brand-new electric car
Lifestyle: 9% combined pension contribution and 4x salary life assurance
Rewards: Quarterly and annual employee awards discounts on tech
Socials: All-expenses-paid company events
Development: In-House Training Academy
Wellbeing: 24/7 access to mental health support Calm App discounted gym membership cycle to work scheme free breakfast & fresh fruit eye-care vouchers financial wellbeing support
Who we are:
Onecom is an award-winning provider of Communication Technology trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
ED&I:
We are committed to equity diversity and inclusion and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Were the UKs leading business telephony and cloud communications provider.Delivering IT services contact centre technology unified comms fixed-line voice connectivity and managed cloud solutions.
