1st Line Support Engineer

Hamilton Barnes ?; Manchester; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A leading company in telecommunications is seeking a First Line Support Engineer to join their rapidly growing operations team in Manchester. This entry-level position offers significant progression into 2nd and 3rd line support roles, with a strong focus on customer service and technical troubleshooting across critical systems. You will initially train onsite before transitioning to a remote setup, working on a rotating shift schedule, and your efforts will directly contribute to supporting essential communication platforms.

Benefits

Clear route to 2nd and 3rd line roles

Ongoing access to modern tech stacks and support tools

Qualifications

• Experience with ticketing systems such as ServiceNow or Salesforce.
• Eligibility for SC/NPPV3 clearance requiring 5 years UK address history.
• Willingness to work nights/weekends on a rotating basis.

Responsibilities

• Be the first point of contact for technical support issues.
• Monitor alert systems and respond to service interruptions.
• Complete user administration tasks and build in-depth product knowledge.

Skills

Customer service

Communication

Technical troubleshooting

Tools

ServiceNow

Remedy

Salesforce

Job description

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Base pay range

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Job Title:

First Line Support Engineer – 24/7 Shifts | Career Path to 2nd/3rd Line

Location:

Manchester (Training Phase) | Remote After Training (UK-Based)

Up to £30,000 base + £3,100 shift allowance + overtime

About the Role:

Looking to launch your career in technical support with real progression and variety? We’re hiring a First Line Support Engineer to join a rapidly growing 24/7 operations team supporting critical communications platforms. You'll be working across VOIP, alarm monitoring, and ticketing systems — with a clear development path into 2nd and 3rd line support.

This is a shift-based position that includes nights and weekends. After your training in Manchester, you’ll transition to fully remote work on your assigned shifts.

What You’ll Do:

• Be the first point of contact for technical support issues, triaging and escalating when necessary
• Monitor alert systems like PRTG and SolarWinds, responding to alarms and service interruptions
• Complete user admin tasks (e.g. adding/removing users, Netsapiens and Avaya systems)
• Build in-depth product knowledge within the first three months
• Work a rotating 12-week shift schedule, including evenings, nights, and weekends

What We’re Looking For:

• Excellent customer service and communication skills
• Experience with ticketing systems such as ServiceNow, Remedy, or Salesforce
• Willingness to work nights/weekends on a rotating basis
• Eligibility for SC/NPPV3 clearance (5 years of UK address history required)
• Drive to develop and move into more senior technical support roles

Bonus Points For:

• Experience with SIP/VOIP, virtualisation, or Netsapiens platforms
• Background on busy service desks or in telecoms support environments
• Familiarity with Salesforce and alarm monitoring tools

Why Join?

• Clear route to 2nd and 3rd line roles – with mentoring and technical training
• Ongoing access to modern tech stacks and support tools
• Be part of a small, focused team where your work has real impact

Work Setup:

• First 3 months: Training in Manchester (3–5 days/week)
• After training: Fully remote during assigned shifts (UK-based applicants only)

Ready to start your journey in tech support and move up quickly? Apply now.

N.B. PLEASE NOTE WE CANNOT SPONSOR FOR THIS ROLE AS YOU NEED TO BE ELGIIBLE FOR NPPV3 CLEARANCE

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Engineering

• Industries

  Telecommunications and IT Services and IT Consulting

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