1st Line Support Engineer

Our client is a rapidly expanding technology company based in the South West, specializing in IT and communications solutions for small to medium-sized businesses.

With multiple regional sales and support centers across the South West, their impressive growth is rooted in core values and guiding principles. Each product and service is delivered with deep expertise, genuine passion, and a commitment to excellence.

Requirements

About the Role:

Our client is seeking an enthusiastic Customer Support Technician with a background in IT desktop support, VoIP, and IP networks to join their dynamic team. In this role, you’ll provide essential support for a range of telecom and ICT services as their customer base continues to grow.

You will offer remote helpdesk assistance for various ICT equipment including laptops, desktops, servers, Office 365, broadband, hosted cloud telephony, telephone systems, networks, WiFi, and IP CCTV.

The ideal candidate will have a strong technical foundation in IT, VoIP/SIP/IP, and managing distributed IP devices, with a passion for exceeding customer expectations. Our client sets itself apart by delivering top-tier customer service, driven by cutting-edge technical solutions, continuous innovation, and customer feedback, while building a strong internal team.

Key Responsibilities:

• Respond to inbound customer calls seeking technical assistance.
  
• Provide technical support via phone, email, or webchat, addressing user inquiries.
  
• Ensure prompt response and resolution of customer issues within agreed service levels (SLAs).
  
• Take ownership of customer queries and aim for 'First Call Resolution.'
  
• Troubleshoot and resolve software and hardware issues remotely. For unresolved issues, triage and escalate to the engineering team.
  
• Investigate and track issues related to ICT, telecoms, networks, workstations, laptops, and application performance.
  
• Maintain detailed records of customer requests and incidents in a ticketing system.
  
• Develop user documentation and knowledge base articles for common issues.
  
• Keep cases updated with relevant information and communicate regularly with customers.
  
• Collaborate effectively with end-users, team members, and management to resolve issues quickly and ensure customer satisfaction.
  
• Consistently deliver a high level of customer service.
  
• Stay current with industry trends, technologies, and best practices through ongoing training and development.
   
  

Required Experience:

• Background in ICT, preferably with service desk experience.
  
• Experience in telecoms/ICT with knowledge of VoIP.
  
• Ability to diagnose and troubleshoot issues with laptops, desktops, and servers.
  
• Expertise in VoIP and SIP, including SIP messaging, call flows, and packet capture analysis.
  
• Strong understanding of IP networks and TCP/IP.
  
• Proven experience in customer service, with excellent communication skills.
  
• Familiarity with IP PBX systems.
  
• Strong teamwork and collaboration skills.
  
• Comfortable using CRMs and documentation tools.