Technical Support Engineer - 1st Line

Radius; Crewe; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company, Radius, seeks a proactive 1st Line Support Engineer to provide essential front-line technical support. You will be responsible for managing support requests, maintaining high service standards, and ensuring customer satisfaction through effective communication. Join an innovative team dedicated to driving sustainable mobility solutions.

Benefits

Pension plan

Life assurance

Employee fuel card scheme

Electric Vehicle salary sacrifice scheme

Employee assistance programme

24 hour wellness and healthcare assistance

Time off for fertility treatment

Cycle to work scheme

Qualifications

• Experience in a 1st Line or customer-facing technical support role.
• Basic knowledge of Microsoft applications, VoIP systems.
• Exposure to ticketing systems and SLA-driven environments.

Responsibilities

• Provide front-line technical assistance via phone and ticketing system.
• Log and triage support tickets with relevant details.
• Resolve basic technical issues and escalate complex faults.

Skills

Customer focus

Communication

Problem-solving

Attention to detail

Logical thinking

Education

Entry-level IT or telecom certifications

Job description

Company Description

Radius is an ambitious, forward-thinking global business that builds transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions. We support our customers with a range of products and services to meet their needs.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technological innovation, and we invite you along on this journey.

Job Description

We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our growing team. This role is essential in providing front-line technical assistance, logging and triaging support requests, and ensuring users receive prompt, clear updates while helping to maintain high service standards across the board.

Key Responsibilities

• Act as the first point of contact for inbound technical support via phone and ticketing system
• Accurately log and triage support tickets, ensuring relevant detail is captured
• Resolve basic technical issues such as password resets, call routing queries and general troubleshooting
• Escalate more complex faults to 2nd Line Support with clear documentation
• Keep users informed with regular updates on ticket progress and expected resolution times
• Maintain strong customer satisfaction through timely, professional communication
• Monitor ticket queues and ensure initial response SLAs are consistently met
  
  

Qualifications

Skills & Experience

• Experience in a 1st Line or customer-facing technical support role
• Basic knowledge of Microsoft applications, VoIP systems and general networking principles
• Clear and confident communicator with a customer-focused mindset
• Logical thinker with an eye for detail and a proactive attitude
• Comfortable explaining technical issues in simple, non-technical terms
  
  

Desirable Qualifications (not Essential)

• Entry-level IT or telecom certifications (e.g. CompTIA IT Fundamentals, BTEC in IT/Telecoms)
• Exposure to ticketing systems and SLA-driven environments
  
  

Additional Information

Benefits

• Pension plan
• Life assurance
• Employee fuel card scheme
• Electric Vehicle salary sacrifice scheme
• Employee assistance programme
• 24 hour wellness and healthcare assistance via ‘Help@Hand’ by Unum
• Time off for fertility treatment and in the event of pregnancy loss
• ‘Cycle to work’ scheme
  
  

A Little Bit About Us...

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via [email protected].

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note To Recruitment Agencies

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.