1st Line Tech Support Engineer - ISP Helpdesk

Catchwork; Poole; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Workplace Pension

Job summary

Catchwork in Poole is seeking a customer-focused 1st line support advisor to join our growing ISP. You will handle tickets, calls and emails, diagnose routine issues, and escalate where needed. You will program and prepare kit such as routers and telephones, and contribute to knowledge base documents.

The role requires strong communication, problem-solving and teamwork, with opportunities to visit sites for installations and to support ongoing service delivery.

Qualifications

• Ability to work calmly under pressure while dealing with clients.
• Programme and prepare kit (routers and telephones).
• Strong problem-solving and diagnostic skills.
• Good communication and interpersonal skills.
• Ability to prioritise and action incoming tickets (calls/emails).
• Create and maintain user guides and fix sheets.
• Knowledge of hardware fault finding and basic IP telephony.
• Able to work in a team and on own initiative.
• Complete postage and packaging for kit items.
• Site visits to install routers/phones when required.

Responsibilities

• Take and manage calls, prioritise and action incoming support tickets, emails and calls.
• Programme and prepare kit, e.g. routers and telephones.
• Diagnose issues with hardware and software, and provide resolution steps.
• Create helpful documents such as user guides and known issues.
• Assist with site visits to install routers and phones.

Skills

Customer service

Diagnostic skills

Communication skills

Teamwork

Prioritisation

Hardware fault finding

IP telephony basics

Kit preparation

Job description

Catchwork in Poole is seeking a customer-focused 1st line support advisor to join our growing ISP. You will handle tickets, calls and emails, diagnose routine issues, and escalate where needed. You will program and prepare kit such as routers and telephones, and contribute to knowledge base documents.

The role requires strong communication, problem-solving and teamwork, with opportunities to visit sites for installations and to support ongoing service delivery.