Hybrid First Line Support Engineer

at Talk Straight Group

• Job title: First Line Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: £27,500 per year
• Degree requirement: High School Diploma
• Tech skills: DNS, TCP/IP
• Location requirements: Hybrid, Ilkley, United Kingdom

About the role

• First Line Support Engineer providing initial technical support for customers in a hybrid work environment. Role involves troubleshooting, guiding customers, and collaborating with second-line support.

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.

Requirements

• 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.
• Minimum of 1-2 years of experience in a technical support role, preferably within an ISP or telecommunications environment.
• Relevant certifications (eg. CompTIA A+, Network+, Cisco CCNA) are a plus.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP and VPN.
• Strong understanding of internet services, networking hardware, and common operating systems.

Benefits

• Salary £27,500 pa
• Up to 25 days holiday per year plus Bank Holidays
• Wellbeing day.
• Hybrid working.
• Company events.
• Company pension - 5% employer contribution
• Referral programme.
• Contractual sick pay.
• Employee Assistance Programme.
• Contractual maternity and paternity pay.
• Health Cash Plan.
• Non-work related training allowance.
• Volunteering day.
• Day off for your birthday.