First Line Tech Support

Adecco; Hull and East Yorkshire; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

4 on 4 off shift

Competitive salary

Career development

Full training

Friendly team

West Hull offices

Job summary

Adecco is seeking a First Line Technical Support Advisor for our West Hull site. You will be the initial point of contact for customers needing technical help with broadband, telephony and networking, diagnosing issues and guiding users to resolutions.

The role operates on a 4 on, 4 off shift pattern, averaging 40 hours per week, with a 13.45 per hour rate. Full training and career development opportunities are provided in a growing telecoms environment.

Qualifications

• 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.

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.

Skills

Customer service

Communication

Problem solving

IT literacy

Calm under pressure

Team player

Tools

Ticketing systems

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.

If you're a motivated individual with strong customer service skills and an interest in technology, we'd love to hear from you.

Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.