IT 1st Line Tech Support

IT, IT 1st Line Tech Support
Devon, Exeter
Posted 9 months ago


Title: IT 1st Line Tech Support

Location: Exeter

Salary: £18,250 (pro rata) + enhanced package


We are looking for 1st Line Tech Support Advisors for our client, who is a leader in the communications industry.  You will be working from their Exeter office and be a key player in not only delivery technical support to your customers, but also 1st class customer service.

It is a 6 month fixed term contract role where you will work core hours covering from 8.00am – 8.00pm on a shift basis.


What will your role as 1st Line Tech Support involve?

  • In conjunction with the customer, service provider(s), and colleagues, undertake detailed diagnostic and troubleshooting routines
  • Own incidents to resolution or, where unable to resolve, escalate to the correct senior team
  • Provide exceptional customer service through proactive management of customer faults within Service Level Agreements
  • Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical Support
  • Adhere to all appropriate processes and procedures e.g. Incident Management, Complaints Management.


You will ideally have

  • Previous customer service in an IT/ tech environment
  • Comprehensive understanding of the Internet and related protocols: TCP/IP, WAN Switching, VPN, DSL topology
  • Good understanding of Computer Operating Systems, Computer Networks and Internet Related Software
  • Good experience of working in a Unix/Microsoft environment.
  • Strong trouble-shooting/diagnostic and analytical skills
  • Good standard of Maths & English
  • Formal training/qualification in Data Networks and/or Cisco Systems


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