Job Description
Be the First Line of Support
We’re looking for confident, customer-focused people to join our First-Line Technical Support team in Telford, where you will be the first point of contact when customers need help.
Hybrid working - 2/3 days office-based
Monday - Friday 9-5pm
You’ll be responsible for quickly understanding customer issues, carrying out initial checks, and ensuring every query is handled efficiently and passed to the right team when required.
What you’ll be doing:
Answering all first-line calls and providing a friendly, professional first point of contact.
Resolving or redirecting issues by working with the ISP where appropriate.
Capturing information and raising tickets to ensure issues are logged accurately and efficiently.
Checking ServiceNow for existing incidents and providing customers with the latest available updates.
Running basic diagnostic checks to establish whether a service is online and operating as expected.
Escalating to Tier 2 technicians where an issue requires further investigation or more advanced technical support.
This is a fast-paced role where communication, problem-solving and teamwork are key. If you enjoy helping people, troubleshooting issues and keeping things moving, this could be the role for you.
Skills :
Ideally you will need experience of dealing with calls, in a fast-paced environment. Ideally within the telecoms/technical sector but this isn''t essemntial.