1st line technical support engineer

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

This role is ideal for someone who has exceptional customer service skills, a keen interest in the tech and ISP Industry and who is ready to step into a 1st line role and customer service support role working for a growing ISP based in Poole. This roles offers plenty of day-to-day variety as well as the familiar routine of repeat tasks.

• Ability to work calmly under pressure, dealing with clients in a polite and efficient manner
• Programme and Prepare kit - e.g. Routers and telephones
• Problem solving - methodical approach
• To have good diagnostic skills
• To be able to take and make calls, prioritise, and action incoming support tickets, emails and calls
• Ability to create and keep documents to help improve the efficiency – for example user guides, known issues and fixes, customer helpsheets
• To have a good knowledge of hardware fault finding, software issue resolution, wireless technology, basic IP telephony
• To be able to demonstrate good communication and interpersonal skills as required with members of the team
• To have the ability to work effectively within a team and to work on own initiative
• Complete postage and packaging for kit items
• Complete site visits as required to help install routers/phones.

Company Workplace Pension Scheme – including annual free review