1st Line Technical Support

You don’t need years of experience for this one. You might have 6-12 months working within IT support with some exposure to networking, broadband faults, routing and switching, or you could be a Computer Networks graduate looking for your first proper opportunity.

The important thing is that you understand the basics, enjoy troubleshooting and genuinely want to develop your networking knowledge.

Day to day

You’ll be supporting customers when they experience technical issues with their broadband or connectivity.

That means taking the initial call, asking the right questions, carrying out first-line diagnostics and trying to resolve the fault yourself. Where something is more complex, you’ll gather the relevant information and escalate it to the 2nd/3rd line or field engineering teams while keeping ownership of the case.

You’ll get exposure to FTTP, broadband faults, networking and network monitoring tools, giving you a good foundation to develop further within technical support and networking.

• An IT Support / Service Desk Engineer with 6-12 months’ experience and an interest in networking
• Someone from a broadband/telecoms support environment looking to develop technically
• A Computer Networks, Networking or IT graduate looking for their first commercial role

Some understanding of TCP/IP, routing, switching, broadband/FTTP or general network troubleshooting would help, but you don’t need to tick every box.

More important is being curious, comfortable dealing with customers and keen to learn.