1st Line Technical Support

Crg Tec; Cambridgeshire and Peterborough; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Private healthcare

25 days holiday + bank holidays

Pension

Wider company benefits

Job summary

Crg Tec in Peterborough is seeking a 1st Line Technical Support to join our expanding connectivity business. You will help customers with broadband or connectivity issues, perform initial diagnostics and escalate complex faults.

No long experience required; 6–12 months in IT support with networking exposure is fine. You will learn FTTP, broadband faults, routing and switching, and use network monitoring tools to build your foundation in technical support.

Qualifications

• 6–12 months of IT support experience with exposure to networking.
• Interest in networking and troubleshooting broadband faults.
• Graduate in Computer Networks welcome for a first commercial role.

Responsibilities

• Take initial calls and perform first-line diagnostics for broadband issues.
• Ask the right questions and attempt to resolve faults where possible.
• Escalate complex faults to 2nd/3rd line while owning the case.
• Work with FTTP, broadband faults, routing and switching and monitoring tools.

Skills

IT support

Networking basics

TCP/IP

Broadband troubleshooting

Education

Computer Networks degree

Tools

Network monitoring tools

Job description

1st Line Technical Support

Base Salary: £28,000 (inclusive of £2k shift allowance)
Benefits: Private healthcare, 25 days holiday + bank holidays, pension and wider company benefits
Location: Peterborough
Working Pattern: Full-time office based. Rotating shifts, with Friday & Saturday off one week and Sunday & Monday off the next.

The opportunity:

Looking to build your career within IT, networking or telecoms?

We re working with a growing connectivity business in Peterborough that is looking for someone to join its technical support team.

You don t need years of experience for this one. You might have 6 12 months working within IT support with some exposure to networking, broadband faults, routing and switching, or you could be a Computer Networks graduate looking for your first proper opportunity.

The important thing is that you understand the basics, enjoy troubleshooting and genuinely want to develop your networking knowledge.

Day to day

You ll be supporting customers when they experience technical issues with their broadband or connectivity.

That means taking the initial call, asking the right questions, carrying out first-line diagnostics and trying to resolve the fault yourself. Where something is more complex, you ll gather the relevant information and escal**ate** it to the 2nd/3rd line or field engineering teams while keeping ownership of the case.

You ll get exposure to FTTP, broadband faults, networking and network monitoring tools, giving you a good foundation to develop further within technical support and networking.

Who we are looking for

We re keeping this deliberately broad. You could be:

• An IT Support / Service Desk Engineer with 6 12 months' experience and an interest in networking


• Someone from a broadband/telecoms support environment looking to develop technically


• A Computer Networks, Networking or IT graduate looking for their first commercial role

Some understanding of TCP/IP, routing, switching, broadband/FTTP or general network troubleshooting would help, but you don't need to tick every box.

More important is being curious, comfortable dealing with customers and keen to learn.