Hybrid IT Support Engineer – First Line Tech Help

Talk Straight Group; Ilkley; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Salary £27,608 pa

Job summary

Schools Broadband, a division of Talk Straight Ltd, is seeking a proactive First Line Support Engineer to join our busy team in Ilkley. You will be the first point of contact for customers, diagnose basic issues, and guide users to resolution while maintaining excellent communication via ticketing, email and phone.

This role offers hybrid working with three days in the Ilkley office and structured training, performance reviews, and development opportunities in a friendly culture.

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 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

Customer-focused

Communication skills

Analytical thinking

Willingness to learn

Multitasking

Tools

Ticketing systems

Job description

Schools Broadband, a division of Talk Straight Ltd, is seeking a proactive First Line Support Engineer to join our busy team in Ilkley. You will be the first point of contact for customers, diagnose basic issues, and guide users to resolution while maintaining excellent communication via ticketing, email and phone.

This role offers hybrid working with three days in the Ilkley office and structured training, performance reviews, and development opportunities in a friendly culture.