Office-Based Technical Support Advisor | First-Line Troubleshooter

Major Recruitment Oldbury; Fazeley; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Parking is available

Job summary

Major Recruitment Oldbury is delighted to be recruiting for our Tamworth-based client who seeks an experienced Technical Support Advisor to join their busy team. This is an office-based, Monday to Friday 9am–5pm role.

You will handle incoming tickets, carry out first-line troubleshooting, gather necessary details, keep customers updated, and escalate complex issues with clear context to the Technical Support Lead. Strong communication and a methodical approach are essential.

Qualifications

• Clear written and verbal communication.
• Strong attention to detail and accurate record keeping.
• Confidence dealing with customers by phone and email.
• Ability to follow structured troubleshooting steps.
• Calm approach when customers are under pressure.
• Good organisation and ability to manage multiple open tickets.
• Willingness to escape issues early and clearly.

Responsibilities

• Acknowledging and triaging incoming support tickets.
• Gathering customer, site, device, platform, and issue details.
• Resolving straightforward first-line issues using approved troubleshooting steps.
• Keeping customers updated clearly and professionally.
• Recording actions, customer responses, and next steps accurately.
• Escalating complex issues to the Technical Support Lead with full context.
• Maintaining good queue discipline so every open ticket has a visible next action.
• Using and contributing feedback to the support knowledge base.

Skills

Clear communication

Attention to detail

Customer service

Troubleshooting

Job description

Major Recruitment Oldbury is delighted to be recruiting for our Tamworth-based client who seeks an experienced Technical Support Advisor to join their busy team. This is an office-based, Monday to Friday 9am–5pm role.

You will handle incoming tickets, carry out first-line troubleshooting, gather necessary details, keep customers updated, and escalate complex issues with clear context to the Technical Support Lead. Strong communication and a methodical approach are essential.