Hybrid First-Line Tech Support Engineer

Talk Straight; Ilkley; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Health Cash Plan

Company pension - 5% employer contrib.

Wellbeing day

Hybrid working

Company events

Referral programme

Day off for your birthday

Volunteering day

Job summary

Schools Broadband, a division of Talk Straight Ltd, is seeking a proactive First Line Support Engineer to join the busy support team in Ilkley. You will be the initial contact for customers, diagnose and troubleshoot basic issues, and escalate when needed.

The role emphasizes excellent communication, a customer-centric approach, and ongoing collaboration with second-line support to resolve problems efficiently.

Qualifications

• Excellent verbal and written communication.
• Strong interpersonal skills with a customer-focused approach.
• Patience and empathy when dealing with users.

Responsibilities

• Respond to incoming support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot basic technical issues.
• Escalate complex issues to second-line support as needed.
• Guide customers through step-by-step resolutions until resolved.
• Document all customer interactions and resolutions in the system.
• Maintain up-to-date knowledge base articles and support documentation.
• Provide feedback to improve products and services.
• Collaborate with second-line support, network engineers and other teams.

Skills

Communication skills

Customer-centric

Patience & empathy

Analytical thinking

Willingness to learn

Job description

Schools Broadband, a division of Talk Straight Ltd, is seeking a proactive First Line Support Engineer to join the busy support team in Ilkley. You will be the initial contact for customers, diagnose and troubleshoot basic issues, and escalate when needed.

The role emphasizes excellent communication, a customer-centric approach, and ongoing collaboration with second-line support to resolve problems efficiently.