First-Line Support Technician

To provide first-line customer support and system administration for a diverse customer base, ensuring issues are logged accurately, handled professionally, and progressed efficiently. The role is designed for someone with foundational experience who wants to develop strong technical understanding, customer-handling skills, and long-term expertise across multiple platforms and services., · Provide first-line support for customer queries via phone and ticketing system

· Carry out password resets and basic administrative tasks across customer systems

· Perform initial diagnostics and troubleshooting using documented procedures

· Accurately maintain CRM and ticket records, including actions taken and customer communications

· Triage issues effectively, escalating appropriately with clear technical notes

· Communicate problems, risks, trends, and potential service improvements to senior support and management

· Progress through internal training materials to build product, platform, and technical knowledge

· Develop an understanding of customer environments and the business impact of service issues

Development & Progression

This role is expected to develop over time, with increasing exposure to:

· Networking and VoIP fundamentals

· Platform-specific behaviours and limitations

· Security awareness and best practices

· Broader technical responsibility as capability and confidence grow

Progression will be supported through mentoring, structured learning, and hands-on experience.

Do you have experience in VoIP?, · Reliable and consistent, with a strong sense of ownership and responsibility

· Clear and professional communicator, comfortable following procedures while maintaining a friendly, reassuring telephone manner

· Curious and motivated to understand why systems behave as they do

· Willing to learn independently and engage with training material

· Able to multi-task effectively while maintaining accuracy and customer focus

Desirable Experience

· Previous experience in a helpdesk, support, or customer service environment

· Exposure to handling a variety of customer-raised issues

· Demonstrable IT competency (professional or personal)

· Experience working with ticketing systems or CRM platforms

· Customer & Communication Skills

· Capable of explaining technical issues in plain language, while documenting more detailed technical notes internally