1st Line Support Technician - Office Based

We are seeking a proactive and customer-oriented 1st Line Support Technician to join a rapidly growing UK-based telecommunications and technology company. This opportunity is well suited to an individual who enjoys troubleshooting technical issues, delivering exceptional customer service, and thriving in a fast-paced support environment.

The successful candidate will serve as the first point of contact for customers requiring assistance with telecoms, VoIP solutions, broadband connectivity, hosted telephony, and related IT services. The role is focused on providing efficient issue resolution, maintaining high levels of customer satisfaction, and ensuring a positive overall support experience.

Key Responsibilities

• Provide first-line support to customers via phone, email, and helpdesk ticketing systems
• Troubleshoot and resolve telecoms, connectivity, and basic technical support issues
• Deliver support across the following areas:
• VoIP and hosted telephony platforms
• Broadband and fibre services
• Business telecoms solutions
• Networking equipment, routers, and handsets
• Basic Microsoft 365 and desktop-related queries
• Accurately record, update, and manage support tickets within the CRM/helpdesk system
• Ensure support requests are resolved within agreed SLA targets
• Escalate advanced or unresolved technical issues to senior support teams where appropriate
• Assist customers with clear and effective step-by-step troubleshooting guidance
• Monitor alerts and identify potential service issues proactively
• Maintain detailed and accurate documentation of customer communications and resolutions
• Work closely with internal support, technical, and account management teams to ensure high service standards
• Deliver a consistently professional, responsive, and customer-focused support experience

Requirements

• Minimum of 2 years experience in a 1st Line Support, IT Support, Helpdesk, or Telecoms Support role
• Excellent verbal and written communication skills
• Strong analytical, troubleshooting, and problem-solving abilities
• Experience using ticketing and helpdesk management systems
• Good working knowledge of:
• VoIP and hosted telephony systems
• Broadband and connectivity troubleshooting
• Routers and basic networking principles
• Microsoft Windows and Microsoft 365 environments
• Ability to manage workloads effectively and prioritise multiple tasks in a fast-paced environment
• Strong organisational skills with a high level of attention to detail
• A customer-focused approach with a professional and confident telephone manner

Desirable

• Previous experience working within a telecommunications or Managed Service Provider (MSP) environment
• Exposure to hosted PBX platforms and SIP technologies
• Basic understanding of networking concepts, including IP addressing, VLANs, and firewalls
• Familiarity with CRM platforms and remote support applications
• Industry certifications such as CompTIA A+, Network+, or equivalent qualifications would be advantageous

Personal Attributes

· Positive and enthusiastic attitude

· Eager to learn and develop technical skills

· Reliable and dependable

· Ability to remain calm under pressure

· Strong team player with excellent interpersonal skill

 Why Join Growth Resourcing?

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities—we grow people, not just teams
• Learn fast, move fast, and make an impact from day one