First-Line Tech Support Engineer (Hybrid)

Talk Straight Limited; United Kingdom; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday + bank holidays

Wellbeing day

Company pension 5% employer contrib.

Employee Assistance Programme

Health Cash Plan

Referral programme

Contractual sick pay

Maternity and paternity pay

Birthday day off

Volunteering day

Job summary

Talk Straight Limited is hiring a First Line Support Engineer to be the initial contact for customers seeking technical help. You will diagnose and troubleshoot basic issues, log interactions, and escalate complex problems to second-line support as needed.

You’ll work in a fast-paced, hybrid setup with training and regular reviews. A 1–2 year background in technical support is preferred, with certifications welcomed.

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.
• Minimum of 1-2 years of experience in a technical support role, preferably within an ISP or telecommunications environment.
• Relevant certifications (e.g. CompTIA A+, Network+, Cisco CCNA) are a plus.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP and VPN.
• Strong understanding of internet services, networking hardware, and common operating systems.

Responsibilities

• Respond promptly to incoming support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot technical issues.
• Provide clear and effective solutions or escalate 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

Customer focus

Analytical mindset

Willingness to learn

Job description

Talk Straight Limited is hiring a First Line Support Engineer to be the initial contact for customers seeking technical help. You will diagnose and troubleshoot basic issues, log interactions, and escalate complex problems to second-line support as needed.

You’ll work in a fast-paced, hybrid setup with training and regular reviews. A 1–2 year background in technical support is preferred, with certifications welcomed.