First-Line IT Support Engineer - Hybrid & Customer-Focused

Talk Straight Group; Ilkley; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Wellbeing day

Hybrid working

Company pension - 5% employer

Referral programme

Contractual sick pay

Employee Assistance Programme

Non-work related training allowance

Volunteering day

Day off for your birthday

Job summary

Talk Straight Group is seeking a proactive First Line Support Engineer to join our busy support team in Ilkley. You will be the initial contact for customers, diagnose and troubleshoot simple issues, log details and escalate when needed.

You’ll work in a hybrid environment, with remote support and three days per week at our Ilkley office, supported by structured training, regular reviews, and a friendly culture.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with a customer-centric attitude.
• Patience and empathy when dealing with frustrated or non-technical customers.
• Analytical mindset with the ability to think critically and resolve issues efficiently.
• Willingness to learn and adapt to new technologies and processes.

Responsibilities

• Respond promptly to incoming support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot technical issues.
• Provide clear and effective solutions or elevate complex issues to second-line support as needed.
• Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily.
• Perform routine checks and maintenance on customer equipment to prevent issues.
• Accurately document all customer interactions, issues, and resolutions in the support system.
• Maintain up-to-date knowledge base articles and support documentation.
• Provide feedback on recurring issues to help improve products and services.
• Work closely with second-line support, network engineers, and other departments to resolve complex technical problems.
• Participate in team meetings and contribute to continuous improvement initiatives.

Skills

Communication skills

Interpersonal skills

Patience

Analytical mindset

Willingness to learn

Education

CompTIA A+

Network+

Cisco CCNA

Job description

Talk Straight Group is seeking a proactive First Line Support Engineer to join our busy support team in Ilkley. You will be the initial contact for customers, diagnose and troubleshoot simple issues, log details and escalate when needed.

You’ll work in a hybrid environment, with remote support and three days per week at our Ilkley office, supported by structured training, regular reviews, and a friendly culture.