First Line Support Engineer

We are seeking a proactive and customer focused First Line Support Engineer to join our busy support team. In this role, you will be the initial point of contact for customers seeking technical assistance. You will diagnose and troubleshoot basic issues, manage ticket escalation, and ensure a positive experience for our customers. This is a fast-paced environment, and the ideal candidate will be comfortable handling multiple tasks, prioritising issues, and maintaining excellent communication with users by ticketing systems, email and phone calls.

Key responsibilities of this role:

Respond promptly to incoming support requests via phone, email, and ticketing systems.
Diagnose and troubleshoot technical issues.
Provide clear and effective solutions or escalate complex issues to second-line support as needed.
Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily.
Perform routine checks and maintenance on customer equipment to prevent issues.
Accurately document all customer interactions, issues, and resolutions in the support system.
Maintain up-to-date knowledge base articles and support documentation.
Provide feedback on recurring issues to help improve products and services.
Work closely with second-line support, network engineers, and other departments to resolve complex technical problems.
Participate in team meetings and contribute to continuous improvement initiatives.

How we\'ll support you:

Full structured training will be provided.
Regular 1-1\'s with your line manager to review progress and provide support.
Annual performance review.
A friendly, welcoming and supportive culture.
Development opportunities.

Working Environment

We offer hybrid working to promote a healthy work/life balance, working remotely and attending our Ilkley office 3 days per week. Therefore you will need to be within a reasonable commute of this office.

Essential

Excellent communication skills, both verbal and written.

Strong interpersonal skills with a customer-centric attitude.
Patience and empathy when dealing with frustrated or non-technical customers.
Analytical mindset with the ability to think critically and resolve issues efficiently.
Willingness to learn and adapt to new technologies and processes.

Desirable

Minimum of 1-2 years of experience in a technical support role, preferably within an ISP or telecommunications environment.
Relevant certifications (eg. CompTIA A+, Network+, Cisco CCNA) are a plus.
Familiarity with networking concepts, including TCP/IP, DNS, DHCP and VPN.
Strong understanding of internet services, networking hardware, and common operating systems.

Salary £27,608 pa
Up to 25 days holiday per year plus Bank Holidays
Wellbeing day.
Hybrid working.
Company events.
Company pension - 5% employer contribution
Referral programme.
Contractual sick pay.
Employee Assistance Programme.
Contractual maternity and paternity pay.
Health Cash Plan.
Non-work related training allowance.
Volunteering day.
Day off for your birthday.

Closing date for applications: 31/08/2026

NO RECRUITMENT AGENCIES

Who we are

Schools Broadband, a division of Talk Straight Ltd, is now the leading provider of web filtering, safeguarding and security software for schools and multi academy trusts. We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country. We now protect over 3500 organisations against advanced cyber-attacks and keep nearly one million school children safe online with our unique cloud-based platform.

With steady year on year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

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First Line Support Engineer