1st Line/ Junior Support Desk Technician - Entry Level

At airwave connect, we bring people, places and technology together through connected solutions. We’re looking for a customer-focused and technically minded 1st Line / Junior Support Desk Technician to join our Technical Support team, providing first-line support to customers across our hospitality technology solutions.

This is an excellent opportunity for someone looking to begin a career in technical support. No previous technical support experience is required, as full training will be provided. You’ll be the first point of contact for customer enquiries, helping to troubleshoot technical issues, manage support tickets and ensure customers receive a professional and timely service.

Working alongside an experienced technical team, you’ll develop your technical knowledge through practical experience and training while playing an important role in delivering outstanding customer support., * Respond to customer support requests via telephone and email.

• Log, manage and update support tickets accurately within support systems.
• Carry out basic remote troubleshooting to identify and resolve common technical issues.
• Assist customers with queries relating to hospitality technology solutions.
• Follow established troubleshooting procedures and support documentation.
• Keep customers informed of progress and provide regular updates where required.
• Escalate more complex issues to senior technical team members, ensuring clear notes and actions are documented.
• Work collaboratively with colleagues to resolve customer issues efficiently.
• Develop technical knowledge and skills through ongoing training and hands-on experience.

About you You’ll be someone who enjoys helping people, has a positive attitude and is keen to learn about technology and technical support. You’ll ideally have:

• Excellent written and verbal communication skills.
• A friendly, professional and customer-focused approach.
• Basic computer literacy and confidence using Windows, email and web-based applications.
• A logical approach to problem-solving and a willingness to learn.
• Strong organisational skills and attention to detail.
• The ability to follow instructions and manage multiple priorities.
• A reliable, proactive attitude and the ability to work effectively as part of a team.
• An interest in IT and technology would be beneficial.
• Previous experience in customer service, hospitality or a similar environment would be advantageous.