First Line Tech Support

Adecco; Hessle; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

Competitive salary

4 on 4 off shifts

Career development

Full training

Friendly team

West Hull offices

Job summary

Adecco is hiring a First Line Technical Support Advisor in West Hull. This role is the first point of contact for customers needing technical assistance, focusing on broadband, telephony, and connectivity issues, and delivering professional support.

Working on a 4 on, 4 off shift and 40-hour week, you will diagnose faults, guide customers through fixes, log tickets, and collaborate with internal teams to resolve faults promptly, while upholding service standards.

Qualifications

• Experience in customer service, helpdesk, or telecoms support.
• Excellent verbal and written communication skills.
• Ability to diagnose and troubleshoot technical issues.

Responsibilities

• Act as the first point of contact for customer technical support via phone, email and tickets.
• Diagnose and troubleshoot broadband, Wi‑Fi, telephony and network connectivity issues.
• Log, update and manage support tickets accurately and escalate where needed.
• Provide regular updates to customers and assist with installations and provisioning.
• Maintain records and ensure issues are resolved in line with SLAs.

Skills

Communication skills

Customer service

Problem solving

IT literacy

Teamwork

Job description

First Line Technical Support Advisor

West Hull

£13.45 per hour | 4 on / 4 off Shift Pattern | Average 40 Hours Per Week

An exciting opportunity has arisen for a First Line Technical Support Advisor to join a growing and customer-focused telecommunications business based in West Hull.

This role is ideal for someone with excellent communication skills, a passion for technology, and a desire to build a career within the telecoms and IT sector. You will be the first point of contact for customers requiring technical support, providing professional assistance and ensuring issues are resolved efficiently.

Working on a 4 on, 4 off shift pattern, you'll join a busy support team responsible for delivering outstanding service to both residential and business customers.

The Role

As a First Line Technical Support Advisor, you will be responsible for diagnosing and resolving a range of technical issues relating to broadband, telephony, networking and connectivity services.

You will work closely with customers and internal teams to ensure faults are managed through to resolution whilst maintaining excellent customer service standards.

Key Responsibilities

• Act as the first point of contact for customer technical support enquiries via phone, email and ticketing systems.
• Diagnose and troubleshoot broadband, Wi‑Fi, telephony and network connectivity issues.
• Log, update and manage support tickets accurately.
• Perform initial fault diagnostics and remote troubleshooting.
• Escalate complex technical issues to second‑line support teams where required.
• Monitor service performance and customer‑reported faults.
• Guide customers through basic technical fixes and configuration changes.
• Investigate service outages and provide regular customer updates.
• Assist with new customer installations, activations and service provisioning.
• Maintain accurate records of customer interactions and resolutions.
• Ensure all customer queries are handled in line with company service standards and SLAs.
• Support continuous improvement initiatives within the technical support function.

What We're Looking For

• Previous experience in a Customer Service, Helpdesk, Technical Support or Telecoms Support role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a logical approach to troubleshooting.
• Good IT skills and confidence using multiple systems.
• Ability to remain calm and professional under pressure.
• Strong attention to detail and organisational skills.
• A positive and customer-focused attitude.
• Ability to work effectively both independently and as part of a team.

Desirable Experience

• Experience within a telecommunications, broadband, ISP or IT support environment.
• Knowledge of routers, Wi‑Fi networks, broadband technologies and VoIP systems.
• Experience using helpdesk or ticket management systems.
• Understanding of networking fundamentals and connectivity troubleshooting.

What's on Offer?

• Competitive salary.
• 4 on / 4 off shift pattern offering excellent work‑life balance.
• Career development opportunities within a growing telecoms business.
• Full training and ongoing support.
• Friendly and supportive team environment.
• Modern offices based in West Hull.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.