Hybrid: Customer-Focused First Line Support Engineer

Talk Straight Limited; Aberford; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Wellbeing day

Hybrid working

Company events

Pension 5% employer contribution

Referral programme

Sick pay

Employee Assistance Programme

Maternity and paternity pay

Health Cash Plan

Training allowance

Volunteering day

Birthday day off

Job summary

Talk Straight Limited, operating Schools Broadband, is seeking a proactive First Line Support Engineer to be the first contact for customers needing technical help. You will diagnose, troubleshoot, and document issues, while guiding users through resolutions and escalating when needed.

The role offers hybrid working with the Ilkley office three days a week and a focus on delivering excellent customer service across ticketing systems, email and phone.

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

Interpersonal skills

Empathy

Analytical thinking

Willingness to learn

Job description

Talk Straight Limited, operating Schools Broadband, is seeking a proactive First Line Support Engineer to be the first contact for customers needing technical help. You will diagnose, troubleshoot, and document issues, while guiding users through resolutions and escalating when needed.

The role offers hybrid working with the Ilkley office three days a week and a focus on delivering excellent customer service across ticketing systems, email and phone.