1st Line Technical Support Agent

• Providing first-line technical support via telephone, email and ticketing systems.
• Diagnosing broadband, telephony and connectivity issues.
• Troubleshooting routers, Wi-Fi and network connectivity problems.
• Logging and managing faults through to resolution.
• Escalating complex issues to second-line support where required.
• Liaising with suppliers including Openreach and wholesale partners.
• Keeping customers updated throughout the fault resolution process.
• Maintaining accurate customer notes and technical records.
• Delivering excellent customer service on every interaction.

Due to continued growth, we’re looking for a motivated and customer-focused 1st Line Technical Support Agent to join our expanding Technical Support Team.

This is an excellent opportunity for someone with previous IT or telecoms support experience who enjoys solving problems and providing exceptional customer service., We’re looking for someone who has:

• Excellent communication and customer service skills.
• Strong problem-solving abilities.
• Good computer literacy.
• The ability to remain calm under pressure.
• A positive attitude and willingness to learn.
• Excellent attention to detail.
• The ability to manage multiple tasks simultaneously.

Desirable Experience

Previous experience in any of the following would be a significant advantage:

• 1st Line Technical Support
• 2nd Line Technical Support
• Telecommunications support
• Broadband troubleshooting
• VoIP / Hosted Telephony
• ISP or Managed Service Provider experience
• Networking fundamentals (Routers, Wi-Fi, LAN, WAN)

Don’t worry if you don’t tick every box-we’re looking for the right attitude just as much as experience.

• Competitive salary (dependent on experience)
• Monday to Friday working hours - No weekends
• Ongoing training and career development
• Friendly, supportive team environment
• Modern Maidstone office
• Opportunity to progress within a growing telecommunications business

Why Join Digital Fibre Connections?

At Digital Fibre Connections, we pride ourselves on delivering exceptional customer experiences while creating an environment where our people can develop and succeed. If you’re passionate about technology, enjoy helping people and want to build a long-term career in telecoms, we’d love to hear from you.

Apply today and become part of one of Kent’s fastest-growing telecommunications providers.

Pay: £25,420.00-£41,456.27 per year

Benefits:

• Free parking

At Digital Fibre Connections Ltd, we’re passionate about delivering outstanding customer service and technical support to businesses and residential customers across the UK.