Employer description:

The Company has been established for 15 years and works in the Telecommunications sector. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy and structured cabling. 


The Company is experiencing sustained growth and the 1st Line Technical Support role is to provide dedicated support to the Company’s clients on a 24/7 basis.

This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base.

They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle they operate in a robust and effective way for the business.

Principal Responsibilities & Accountabilities:

With guidance and support from the Service Delivery Manager and Service Desk Manager within the Business :

  • Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team, demonstrates knowledge to non-standard situations.
  • Identify and investigate network problems to diagnose underlying causes and help customers to recover and continue operation
  • For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
  • Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
  • Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps.
  • Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
  • To summarise, below are key areas of the role:

  • Proactive event management (alert monitoring) for our routers (device offline or device failed onto its backup connection)
  • Troubleshooting network issues (intermittent connections, site offline, unable to take payments, pc running slow, can’t connect device to AP etc.)
  • Log, identify, categorise and prioritise issues raised in our ticket management system
  • Desired skills & experience: 

  • Have experience of a Technical Support Desk
  • Have the ability to communicate with staff at all levels
  • Hardware and software deployment experience
  • Good attention to detail
  • Mature in outlook
  • Discrete
  • Organised and able to prioritise tasks
  • Confident and excellent communication skills with a professional telephone manner
  • Ability to demonstrate a practical approach when faced with problems or challenges
  • Must be committed and willing to learn
  • Enthusiastic and self-motivated
  • Excellent timekeeping, reliable and trustworthy 
  • Entry requirements: 

    You need to have 5 GCSE’s: 

  • Maths and English (or equivalents) at grades D or above 
  • 3x GCSE’s grade A-C in any other subject 
  • You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

    If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

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