Hybrid First-Line Tech Support Engineer

Talk Straight Ltd; Ilkley; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Talk Straight Ltd (Schools Broadband division) is seeking a proactive First Line Support Engineer to join a busy team in the UK. You’ll be the first point of contact, diagnose basic issues, and escalate where needed, while documenting all interactions in the ticketing system.

You’ll work in a hybrid setup with three days in the Ilkley office and remote work options, supported by structured training, regular reviews, and a focus on customer satisfaction.

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 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 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

Interpersonal skills

Patience and empathy

Analytical mindset

Willingness to learn

Education

CompTIA A+

Network+

Cisco CCNA

Tools

DNS

DHCP

TCP/IP

VPN

Job description

Talk Straight Ltd (Schools Broadband division) is seeking a proactive First Line Support Engineer to join a busy team in the UK. You’ll be the first point of contact, diagnose basic issues, and escalate where needed, while documenting all interactions in the ticketing system.

You’ll work in a hybrid setup with three days in the Ilkley office and remote work options, supported by structured training, regular reviews, and a focus on customer satisfaction.