Oakley Recruitment is working in partnership with an expanding organisation based in Tamworth. This is an excellent opportunity to join the team as a IT Helpdesk Technician on a full-time permanent basis. Culture and Environment Our client is a progressive and fast-evolving business with ambitious growth plans and a clear vision for the future. Operating within a dynamic and ever-changing environment, they encourage innovation, accountability and forward-thinking at every level. You will be joining a vibrant and supportive team where collaboration is valued and success is shared. The business is committed to developing its people, providing structured training and ongoing support to ensure individuals have the tools and confidence to thrive and progress. The workspace itself reflects the energy of the organisation, modern, contemporary and thoughtfully designed to create an inspiring environment to work in. It is a fantastic space to be part of, where high standards, teamwork and growth go hand in hand. Personality You ll be a motivated, hands-on and naturally curious individual with a genuine passion for technology and solving problems. You ll enjoy getting to the bottom of an issue rather than simply passing it on, taking ownership and seeing things through to resolution. Personable and approachable, you ll be confident supporting users with different levels of technical knowledge and will understand the importance of delivering a positive experience. You ll be organised, adaptable and comfortable working independently while also enjoying being part of a wider IT team. Most importantly, you ll be keen to learn, develop your technical knowledge and build a long-term career within IT. Package and benefits Monday to Friday (9am 5:30pm) 40 hours Pension 3% employer contribution, 4% employee contribution, 1% tax relief, pensions advisor to visit the site twice a year Healthcare All employees are entitled to the Health Assured Employee Assistance Programme from day one, providing a free 24hr confidential helpline on various issues. On completion of the 6-month probationary period, healthcare cash plan is available Holiday Entitlement 24 days holiday After completing 6-month probationary period, all employees are entitled to up to 5 days unpaid annual leave in addition to their paid allowance. This is pro-rata in the first part year, following probation. Life Assurance 2x annual salary Free onsite parking Incredible core company values Job Role: Acting as the first point of contact for IT support across the business Providing 1st line technical support via telephone, email, remote support and in person Taking ownership of incidents and requests through to resolution, escalating more complex issues where required Supporting Microsoft 365 applications including Outlook, Teams, SharePoint and OneDrive Supporting Windows 11 desktop and laptop environments and troubleshooting hardware, software, printing, connectivity and access issues Building, configuring and deploying end-user devices and peripherals Supporting user account administration within Active Directory and Entra ID Assisting with Intune device enrolment, compliance and deployment Supporting endpoint security standards including MFA, device compliance and antivirus controls Supporting warehouse technology including scanners, printers and label devices Completing software installations, patching and system updates Maintaining accurate technical documentation and ensuring activity is recorded within the IT ticketing system Supporting office moves, desk setups and hardware deployments across multiple sites Skills and experience: Previous experience in a similar role Demonstrating a genuine passion for technology and a desire to continually develop technical knowledge Possessing excellent diagnostic and problem-solving skills Demonstrating strong communication and interpersonal skills with a customer-focused approach Possessing strong organisational and time-management skills Being confident working independently while collaborating effectively as part of a wider team Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.
11/09/2026
Full time
Oakley Recruitment is working in partnership with an expanding organisation based in Tamworth. This is an excellent opportunity to join the team as a IT Helpdesk Technician on a full-time permanent basis. Culture and Environment Our client is a progressive and fast-evolving business with ambitious growth plans and a clear vision for the future. Operating within a dynamic and ever-changing environment, they encourage innovation, accountability and forward-thinking at every level. You will be joining a vibrant and supportive team where collaboration is valued and success is shared. The business is committed to developing its people, providing structured training and ongoing support to ensure individuals have the tools and confidence to thrive and progress. The workspace itself reflects the energy of the organisation, modern, contemporary and thoughtfully designed to create an inspiring environment to work in. It is a fantastic space to be part of, where high standards, teamwork and growth go hand in hand. Personality You ll be a motivated, hands-on and naturally curious individual with a genuine passion for technology and solving problems. You ll enjoy getting to the bottom of an issue rather than simply passing it on, taking ownership and seeing things through to resolution. Personable and approachable, you ll be confident supporting users with different levels of technical knowledge and will understand the importance of delivering a positive experience. You ll be organised, adaptable and comfortable working independently while also enjoying being part of a wider IT team. Most importantly, you ll be keen to learn, develop your technical knowledge and build a long-term career within IT. Package and benefits Monday to Friday (9am 5:30pm) 40 hours Pension 3% employer contribution, 4% employee contribution, 1% tax relief, pensions advisor to visit the site twice a year Healthcare All employees are entitled to the Health Assured Employee Assistance Programme from day one, providing a free 24hr confidential helpline on various issues. On completion of the 6-month probationary period, healthcare cash plan is available Holiday Entitlement 24 days holiday After completing 6-month probationary period, all employees are entitled to up to 5 days unpaid annual leave in addition to their paid allowance. This is pro-rata in the first part year, following probation. Life Assurance 2x annual salary Free onsite parking Incredible core company values Job Role: Acting as the first point of contact for IT support across the business Providing 1st line technical support via telephone, email, remote support and in person Taking ownership of incidents and requests through to resolution, escalating more complex issues where required Supporting Microsoft 365 applications including Outlook, Teams, SharePoint and OneDrive Supporting Windows 11 desktop and laptop environments and troubleshooting hardware, software, printing, connectivity and access issues Building, configuring and deploying end-user devices and peripherals Supporting user account administration within Active Directory and Entra ID Assisting with Intune device enrolment, compliance and deployment Supporting endpoint security standards including MFA, device compliance and antivirus controls Supporting warehouse technology including scanners, printers and label devices Completing software installations, patching and system updates Maintaining accurate technical documentation and ensuring activity is recorded within the IT ticketing system Supporting office moves, desk setups and hardware deployments across multiple sites Skills and experience: Previous experience in a similar role Demonstrating a genuine passion for technology and a desire to continually develop technical knowledge Possessing excellent diagnostic and problem-solving skills Demonstrating strong communication and interpersonal skills with a customer-focused approach Possessing strong organisational and time-management skills Being confident working independently while collaborating effectively as part of a wider team Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.
Location : Eynsham, Oxfordshire (office based) Working pattern: Full time, 37.5 hours per week, Monday to Friday Contract : Permanent Salary : 28,000 - 34,000 per annum About us We are on a mission to decarbonise homes and help households save on their energy bills. Founded on research from the University of Oxford in 2014, we have grown into a company with world-class technology tackling one of the biggest challenges in the energy transition: hot water. As the UK electrifies, every home will need a hot water cylinder. Our smart technology turns each one into a connected heat battery, helping the grid take on more renewable energy while lowering bills for homeowners and tenants. In 2025 we were awarded the King's Award for Enterprise in Innovation, and we recently secured 12 million in funding led by Barclays Climate Ventures to accelerate our next phase of growth. We are also an accredited Living Wage Employer. The role As a Technical Support Agent you will be a first point of contact for everyone who relies on our smart hot water solutions, from homeowners and installers to merchants, developers and building managers. Working from our helpdesk, you will take inbound calls and HubSpot tickets, get to the bottom of technical and product issues, and guide people through commissioning, connectivity and everyday use of our products and app. You will support homeowners and end users, installers, merchants, new build developers, social housing managers and commercial building managers. What you will be doing Helpdesk and customer support First point of contact for inbound calls and HubSpot tickets across our full customer and partner base Log, categorise and prioritise every enquiry accurately in HubSpot Own tickets through to resolution, keeping customers informed on timescales Escalate to second-line, engineering or field teams with a clear handover of the diagnosis and steps already taken Technical support and troubleshooting Diagnose and resolve product, hardware and firmware issues across our cylinder range, including heat pump, commercial and Cube X solutions Support customers and installers through commissioning Help users set up and get the most from our app and home energy management system Troubleshoot connectivity and network issues affecting the cylinder or app Work methodically through faults using diagnostic tools, product documentation and careful questioning to find the root cause Emergency and priority situations Recognise and prioritise emergencies such as no hot water or a cylinder leak Provide calm, clear guidance to make the situation safe and arrange the right response or escalation Follow the correct process for urgent and safety-related issues without delay Learning and knowledge Build and maintain a strong working knowledge of our solutions, keeping it current as the products evolve Contribute to knowledge-base articles, FAQs and troubleshooting guides Share recurring issues and product feedback with the wider Service and Engineering teams What you will bring Essential Sound technical aptitude and a genuine interest in learning how our solutions work Strong problem-solving and troubleshooting skills, with a logical, methodical approach A high standard of customer care, and the confidence to handle difficult customer conversations calmly and professionally Clear written and verbal communication Well organised, able to manage and prioritise a varied workload that includes urgent issues Comfortable using ticketing or CRM systems such as HubSpot Desirable Experience in a technical support, helpdesk or contact centre environment Familiarity with heating, hot water, heat pump, IoT or connected home products Understanding of home networking and connectivity troubleshooting What is on offer Wellbeing Benenden Healthcare plan and Health Cash Plan Employee Assistance Programme with access to free counselling and advice Cycle to Work scheme Free on-site parking Financial Pension contributions of 5% on basic salary via salary exchange Income protection Share options potential, not guaranteed and subject to scheme rules Discount scheme on everyday purchases including shopping, holidays and gym membership Training and development Training, and career development opportunities that come with a scale-up in a phase of rapid growth Leave and flexible working 33 days holiday including public holidays, plus up to 5 days unpaid leave Flexible working policy Enhanced maternity and paternity One paid volunteering day per year Some benefits are available on successful completion of your probationary period. See the staff handbook for details. Additional information Our recruitment process typically includes a profile review, a Teams interview, an assessment relevant to the role, and a face-to-face interview at our Oxfordshire HQ. We are committed to building a diverse and inclusive workplace where everyone can do their best work. We welcome applications from people of all backgrounds and are happy to discuss any reasonable adjustments you may need during the recruitment process. You may have experience of the following: Technical Support Advisor, Customer Support Agent, Technical Support Executive, Helpdesk Advisor, IT Support Agent, Customer Service Technical Advisor, Product Support Specialist, Service Desk Agent, Technical Customer Service Advisor, First Line Support Agent
07/09/2026
Full time
Location : Eynsham, Oxfordshire (office based) Working pattern: Full time, 37.5 hours per week, Monday to Friday Contract : Permanent Salary : 28,000 - 34,000 per annum About us We are on a mission to decarbonise homes and help households save on their energy bills. Founded on research from the University of Oxford in 2014, we have grown into a company with world-class technology tackling one of the biggest challenges in the energy transition: hot water. As the UK electrifies, every home will need a hot water cylinder. Our smart technology turns each one into a connected heat battery, helping the grid take on more renewable energy while lowering bills for homeowners and tenants. In 2025 we were awarded the King's Award for Enterprise in Innovation, and we recently secured 12 million in funding led by Barclays Climate Ventures to accelerate our next phase of growth. We are also an accredited Living Wage Employer. The role As a Technical Support Agent you will be a first point of contact for everyone who relies on our smart hot water solutions, from homeowners and installers to merchants, developers and building managers. Working from our helpdesk, you will take inbound calls and HubSpot tickets, get to the bottom of technical and product issues, and guide people through commissioning, connectivity and everyday use of our products and app. You will support homeowners and end users, installers, merchants, new build developers, social housing managers and commercial building managers. What you will be doing Helpdesk and customer support First point of contact for inbound calls and HubSpot tickets across our full customer and partner base Log, categorise and prioritise every enquiry accurately in HubSpot Own tickets through to resolution, keeping customers informed on timescales Escalate to second-line, engineering or field teams with a clear handover of the diagnosis and steps already taken Technical support and troubleshooting Diagnose and resolve product, hardware and firmware issues across our cylinder range, including heat pump, commercial and Cube X solutions Support customers and installers through commissioning Help users set up and get the most from our app and home energy management system Troubleshoot connectivity and network issues affecting the cylinder or app Work methodically through faults using diagnostic tools, product documentation and careful questioning to find the root cause Emergency and priority situations Recognise and prioritise emergencies such as no hot water or a cylinder leak Provide calm, clear guidance to make the situation safe and arrange the right response or escalation Follow the correct process for urgent and safety-related issues without delay Learning and knowledge Build and maintain a strong working knowledge of our solutions, keeping it current as the products evolve Contribute to knowledge-base articles, FAQs and troubleshooting guides Share recurring issues and product feedback with the wider Service and Engineering teams What you will bring Essential Sound technical aptitude and a genuine interest in learning how our solutions work Strong problem-solving and troubleshooting skills, with a logical, methodical approach A high standard of customer care, and the confidence to handle difficult customer conversations calmly and professionally Clear written and verbal communication Well organised, able to manage and prioritise a varied workload that includes urgent issues Comfortable using ticketing or CRM systems such as HubSpot Desirable Experience in a technical support, helpdesk or contact centre environment Familiarity with heating, hot water, heat pump, IoT or connected home products Understanding of home networking and connectivity troubleshooting What is on offer Wellbeing Benenden Healthcare plan and Health Cash Plan Employee Assistance Programme with access to free counselling and advice Cycle to Work scheme Free on-site parking Financial Pension contributions of 5% on basic salary via salary exchange Income protection Share options potential, not guaranteed and subject to scheme rules Discount scheme on everyday purchases including shopping, holidays and gym membership Training and development Training, and career development opportunities that come with a scale-up in a phase of rapid growth Leave and flexible working 33 days holiday including public holidays, plus up to 5 days unpaid leave Flexible working policy Enhanced maternity and paternity One paid volunteering day per year Some benefits are available on successful completion of your probationary period. See the staff handbook for details. Additional information Our recruitment process typically includes a profile review, a Teams interview, an assessment relevant to the role, and a face-to-face interview at our Oxfordshire HQ. We are committed to building a diverse and inclusive workplace where everyone can do their best work. We welcome applications from people of all backgrounds and are happy to discuss any reasonable adjustments you may need during the recruitment process. You may have experience of the following: Technical Support Advisor, Customer Support Agent, Technical Support Executive, Helpdesk Advisor, IT Support Agent, Customer Service Technical Advisor, Product Support Specialist, Service Desk Agent, Technical Customer Service Advisor, First Line Support Agent
Job Title: IT Specialist Team Leader Location: Pencoed, South Wales (in office) Salary: 32,000 - 37,000 per annum Job Type: Full-time, Permanent Working Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times with a 30-minute lunch break) About Flotek: Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses. We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. About the role: We are looking for a highly motivated and technically capable Team Leader to lead Flotek's IT Specialist function. You will be responsible for the day-to-day leadership, development and performance of our 2nd Line Engineers, 3rd Line Engineers and Maintenance Engineers, ensuring technical incidents, service requests and proactive maintenance activities are delivered to the highest standards. The successful candidate will combine strong technical capability with excellent leadership skills, helping drive operational excellence, continuous improvement, and exceptional partner experiences. Key Responsibilities: Team Leadership & People Management Lead, coach and develop IT Specialist Engineers and Maintenance Engineers Conduct regular one-to-ones, probation reviews and performance discussions Support recruitment, onboarding and training of new team members Create personal development plans and technical growth pathways for engineers Promote accountability, ownership and a positive team culture Specialist Queue Management Oversee all 2nd Line, 3rd Line and Maintenance ticket queues Ensure tickets are prioritised correctly and worked within agreed SLAs Manage workload distribution based on skillset, capacity and business priorities Monitor ticket backlog, ticket ageing and escalation trends Ensure engineers maintain high-quality ticket updates and documentation Technical Escalation Management Act as the primary escalation point for complex and high-impact technical incidents Support engineers with troubleshooting across Microsoft 365, Azure, Networking, Servers, Security and Infrastructure technologies Lead technical investigations and root cause analysis activities Work with third-party vendors and partners where escalation is required Ensure critical and major incidents are managed effectively through to resolution Maintenance & Proactive Services Management Lead Flotek's Maintenance Engineering function Ensure completion of scheduled maintenance visits and preventative maintenance activities Monitor patch compliance, system health checks and proactive monitoring activities Drive initiatives that reduce reactive support demand through proactive service improvements Ensure maintenance activities are documented and reported accurately Service Quality & Continuous Improvement Maintain high levels of service quality and partner satisfaction Review repeat incidents and implement preventative solutions Identify opportunities for automation, efficiency improvements and service optimisation Develop and maintain technical standards, procedures and knowledge base articles Work closely with Service Leadership to improve operational performance KPI & Performance Management Monitor and report on: Response SLA Performance Resolution SLA Performance Ticket Backlog Ticket Ageing Escalation Volumes Re-open Rates Team Utilisation CSAT Performance Produce regular performance reports for the Head of Service Identify trends, risks and improvement opportunities Collaboration & Stakeholder Management Work closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload balancing Support service reviews, operational meetings and major incident reviews Assist with onboarding of new partners and technical projects Build strong relationships with internal teams, suppliers and partners Customer Experience Excellence Ensure every engineer delivers a professional, consistent and customer-focused service Support achievement of company CSAT and NPS objectives Act as an escalation point for partner concerns and service issues Drive a culture of ownership and exceptional service delivery What We're looking for: Previous experience leading technical support teams within an MSP environment Minimum 5 years' experience supporting Microsoft-based environments Strong experience across: Microsoft 365 Azure Active Directory Windows Server Networking Cyber Security Technologies Excellent troubleshooting and root cause analysis skills Strong communication and stakeholder management skills Experience using HaloPSA or similar PSA platforms Experience producing and interpreting service performance metrics Full UK Driving Licence. Benefits: Staff Share Equity Scheme New Customer Referral Incentive Onsite Parking 21 Days Holiday increasing to 25 with 4 years of service (+ Bank Holidays) Perkbox Employee Assistance Programme (EAP) Ongoing Training & Certification Support Career Development Opportunities Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK. Please click the APPLY button to submit your CV for this role. Candidates with the experience or relevant job titles of; IT Technician, IT Support Engineer, IT Service Engineer, IT Team Leader, IT Manager, IT Supervisor, IT Technician, IT Support Technician, Technical Support, IT Support, IT Systems Support, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Service Engineer, may also be considered for this role.
04/09/2026
Full time
Job Title: IT Specialist Team Leader Location: Pencoed, South Wales (in office) Salary: 32,000 - 37,000 per annum Job Type: Full-time, Permanent Working Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times with a 30-minute lunch break) About Flotek: Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses. We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. About the role: We are looking for a highly motivated and technically capable Team Leader to lead Flotek's IT Specialist function. You will be responsible for the day-to-day leadership, development and performance of our 2nd Line Engineers, 3rd Line Engineers and Maintenance Engineers, ensuring technical incidents, service requests and proactive maintenance activities are delivered to the highest standards. The successful candidate will combine strong technical capability with excellent leadership skills, helping drive operational excellence, continuous improvement, and exceptional partner experiences. Key Responsibilities: Team Leadership & People Management Lead, coach and develop IT Specialist Engineers and Maintenance Engineers Conduct regular one-to-ones, probation reviews and performance discussions Support recruitment, onboarding and training of new team members Create personal development plans and technical growth pathways for engineers Promote accountability, ownership and a positive team culture Specialist Queue Management Oversee all 2nd Line, 3rd Line and Maintenance ticket queues Ensure tickets are prioritised correctly and worked within agreed SLAs Manage workload distribution based on skillset, capacity and business priorities Monitor ticket backlog, ticket ageing and escalation trends Ensure engineers maintain high-quality ticket updates and documentation Technical Escalation Management Act as the primary escalation point for complex and high-impact technical incidents Support engineers with troubleshooting across Microsoft 365, Azure, Networking, Servers, Security and Infrastructure technologies Lead technical investigations and root cause analysis activities Work with third-party vendors and partners where escalation is required Ensure critical and major incidents are managed effectively through to resolution Maintenance & Proactive Services Management Lead Flotek's Maintenance Engineering function Ensure completion of scheduled maintenance visits and preventative maintenance activities Monitor patch compliance, system health checks and proactive monitoring activities Drive initiatives that reduce reactive support demand through proactive service improvements Ensure maintenance activities are documented and reported accurately Service Quality & Continuous Improvement Maintain high levels of service quality and partner satisfaction Review repeat incidents and implement preventative solutions Identify opportunities for automation, efficiency improvements and service optimisation Develop and maintain technical standards, procedures and knowledge base articles Work closely with Service Leadership to improve operational performance KPI & Performance Management Monitor and report on: Response SLA Performance Resolution SLA Performance Ticket Backlog Ticket Ageing Escalation Volumes Re-open Rates Team Utilisation CSAT Performance Produce regular performance reports for the Head of Service Identify trends, risks and improvement opportunities Collaboration & Stakeholder Management Work closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload balancing Support service reviews, operational meetings and major incident reviews Assist with onboarding of new partners and technical projects Build strong relationships with internal teams, suppliers and partners Customer Experience Excellence Ensure every engineer delivers a professional, consistent and customer-focused service Support achievement of company CSAT and NPS objectives Act as an escalation point for partner concerns and service issues Drive a culture of ownership and exceptional service delivery What We're looking for: Previous experience leading technical support teams within an MSP environment Minimum 5 years' experience supporting Microsoft-based environments Strong experience across: Microsoft 365 Azure Active Directory Windows Server Networking Cyber Security Technologies Excellent troubleshooting and root cause analysis skills Strong communication and stakeholder management skills Experience using HaloPSA or similar PSA platforms Experience producing and interpreting service performance metrics Full UK Driving Licence. Benefits: Staff Share Equity Scheme New Customer Referral Incentive Onsite Parking 21 Days Holiday increasing to 25 with 4 years of service (+ Bank Holidays) Perkbox Employee Assistance Programme (EAP) Ongoing Training & Certification Support Career Development Opportunities Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK. Please click the APPLY button to submit your CV for this role. Candidates with the experience or relevant job titles of; IT Technician, IT Support Engineer, IT Service Engineer, IT Team Leader, IT Manager, IT Supervisor, IT Technician, IT Support Technician, Technical Support, IT Support, IT Systems Support, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Service Engineer, may also be considered for this role.
First Line Technical Support Advisor West Hull 13.45 per hour 4 on / 4 off Shift Pattern Average 40 Hours Per Week An exciting opportunity has arisen for a First Line Technical Support Advisor to join a growing and customer-focused telecommunications business based in West Hull . This role is ideal for someone with excellent communication skills, a passion for technology, and a desire to build a career within the telecoms and IT sector. You will be the first point of contact for customers requiring technical support, providing professional assistance and ensuring issues are resolved efficiently. Working on a 4 on, 4 off shift pattern , you'll join a busy support team responsible for delivering outstanding service to both residential and business customers. The Role As a First Line Technical Support Advisor, you will be responsible for diagnosing and resolving a range of technical issues relating to broadband, telephony, networking and connectivity services. You will work closely with customers and internal teams to ensure faults are managed through to resolution whilst maintaining excellent customer service standards. Key Responsibilities Act as the first point of contact for customer technical support enquiries via phone, email and ticketing systems. Diagnose and troubleshoot broadband, Wi-Fi, telephony and network connectivity issues. Log, update and manage support tickets accurately. Perform initial fault diagnostics and remote troubleshooting. Escalate complex technical issues to second-line support teams where required. Monitor service performance and customer-reported faults. Guide customers through basic technical fixes and configuration changes. Investigate service outages and provide regular customer updates. Assist with new customer installations, activations and service provisioning. Maintain accurate records of customer interactions and resolutions. Ensure all customer queries are handled in line with company service standards and SLAs. Support continuous improvement initiatives within the technical support function. What We're Looking For Previous experience in a Customer Service, Helpdesk, Technical Support or Telecoms Support role. Excellent verbal and written communication skills. Strong problem-solving abilities and a logical approach to troubleshooting. Good IT skills and confidence using multiple systems. Ability to remain calm and professional under pressure. Strong attention to detail and organisational skills. A positive and customer-focused attitude. Ability to work effectively both independently and as part of a team. Desirable Experience Experience within a telecommunications, broadband, ISP or IT support environment. Knowledge of routers, Wi-Fi networks, broadband technologies and VoIP systems. Experience using helpdesk or ticket management systems. Understanding of networking fundamentals and connectivity troubleshooting. What's on Offer? Competitive salary. 4 on / 4 off shift pattern offering excellent work-life balance. Career development opportunities within a growing telecoms business. Full training and ongoing support. Friendly and supportive team environment. Modern offices based in West Hull. If you're a motivated individual with strong customer service skills and an interest in technology, we'd love to hear from you. Apply today and take the next step in your technical support career. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
04/09/2026
Contractor
First Line Technical Support Advisor West Hull 13.45 per hour 4 on / 4 off Shift Pattern Average 40 Hours Per Week An exciting opportunity has arisen for a First Line Technical Support Advisor to join a growing and customer-focused telecommunications business based in West Hull . This role is ideal for someone with excellent communication skills, a passion for technology, and a desire to build a career within the telecoms and IT sector. You will be the first point of contact for customers requiring technical support, providing professional assistance and ensuring issues are resolved efficiently. Working on a 4 on, 4 off shift pattern , you'll join a busy support team responsible for delivering outstanding service to both residential and business customers. The Role As a First Line Technical Support Advisor, you will be responsible for diagnosing and resolving a range of technical issues relating to broadband, telephony, networking and connectivity services. You will work closely with customers and internal teams to ensure faults are managed through to resolution whilst maintaining excellent customer service standards. Key Responsibilities Act as the first point of contact for customer technical support enquiries via phone, email and ticketing systems. Diagnose and troubleshoot broadband, Wi-Fi, telephony and network connectivity issues. Log, update and manage support tickets accurately. Perform initial fault diagnostics and remote troubleshooting. Escalate complex technical issues to second-line support teams where required. Monitor service performance and customer-reported faults. Guide customers through basic technical fixes and configuration changes. Investigate service outages and provide regular customer updates. Assist with new customer installations, activations and service provisioning. Maintain accurate records of customer interactions and resolutions. Ensure all customer queries are handled in line with company service standards and SLAs. Support continuous improvement initiatives within the technical support function. What We're Looking For Previous experience in a Customer Service, Helpdesk, Technical Support or Telecoms Support role. Excellent verbal and written communication skills. Strong problem-solving abilities and a logical approach to troubleshooting. Good IT skills and confidence using multiple systems. Ability to remain calm and professional under pressure. Strong attention to detail and organisational skills. A positive and customer-focused attitude. Ability to work effectively both independently and as part of a team. Desirable Experience Experience within a telecommunications, broadband, ISP or IT support environment. Knowledge of routers, Wi-Fi networks, broadband technologies and VoIP systems. Experience using helpdesk or ticket management systems. Understanding of networking fundamentals and connectivity troubleshooting. What's on Offer? Competitive salary. 4 on / 4 off shift pattern offering excellent work-life balance. Career development opportunities within a growing telecoms business. Full training and ongoing support. Friendly and supportive team environment. Modern offices based in West Hull. If you're a motivated individual with strong customer service skills and an interest in technology, we'd love to hear from you. Apply today and take the next step in your technical support career. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
