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# 1st Line Technical Support Agent

- **Company:** Digital Fibre
- **Location:** Maidstone, UK
- **Salary:** £25,420.0 - £41,456.0
- **Contract:** Permanent contract
- **Skills:** VoIP, Computer Literacy, Issue Tracking Systems, Local Area Networks, Networking Basics, Network Connections, Wide Area Networks, Wi-Fi Technology, Data Logging, Network Routers
- **Published:** July 24, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=bb2579d7c35e0ba2

## About the Role

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.

## Description

* 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.


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