1st Line Support Technician – Office Based

About the role

We are looking for a proactive, customer‑oriented 1st Line Support Technician to join our fast‑growing UK telecommunications and technology company. You will be the first point of contact for customers needing assistance with VoIP, broadband, hosted telephony and related IT services.

Key responsibilities

• Provide first‑line support via phone, email and ticketing system.
• Troubleshoot and resolve issues related to VoIP, hosted telephony, broadband, fibre, networking equipment, routers and handsets.
• Handle basic Microsoft 365, Windows desktop and connectivity queries.
• Record and manage support tickets, ensuring SLA compliance.
• Escalate complex problems to senior teams when necessary.
• Monitor alerts, identify potential service issues and maintain accurate documentation.
• Collaborate with internal support, technical and account management teams.

Required profile

• Minimum 2 years experience in 1st line IT or telecom support.
• Excellent verbal and written communication skills.
• Strong analytical and problem‑solving abilities.
• Ability to manage multiple tasks in a fast‑paced environment.
• Customer‑focused attitude with a professional telephone manner.

Required skills

• VoIP and hosted telephony platforms.
• Broadband and fibre connectivity troubleshooting.
• Routers, networking equipment and basic networking principles.
• Microsoft 365 and Windows desktop environments.
• Ticketing/helpdesk management systems.
• CRM platforms and remote support applications.
• SIP, hosted PBX, IP addressing, VLANs and firewalls (desirable).