1st Line Support Advisor

Crawley, UK

£25,000 - £28,000 per annum

We are currently recruiting for a 1st Line Support Advisor to join a growing and dynamic team based in Crawley. This is an excellent opportunity for someone with strong customer service skills and an interest in technology to develop a career in IT and telecommunications support.

As a 1st Line Support Advisor, you will act as the first point of contact for customers, delivering a professional and efficient support service. You will be responsible for handling incoming queries, diagnosing issues, and ensuring all support requests are managed effectively through to resolution or escalation.

• Act as the first point of contact for customers via phone, email, and other channels
• Provide a professional, friendly, and customer-focused service at all times
• Accurately log, categorise, and prioritise incoming support requests
• Diagnose and resolve basic technical issues (broadband, VoIP, hosted telephony, network services)
• Create clear and detailed service tickets for all customer interactions
• Escalate more complex issues to 2nd Line Support or relevant teams
• Keep customers informed with regular updates on their queries
• Maintain accurate records within the ticketing system
• Contribute to internal knowledge base documentation
• Ensure high levels of customer satisfaction

To be successful in this 1st Line Support Advisor role, you will have:

• Previous experience in customer service or a helpdesk/support environment
• Excellent communication skills (both written and verbal)
• A confident and professional telephone manner
• Strong problem-solving skills with a logical approach
• Ability to prioritise workload in a fast-paced environment
• Experience using ticketing systems or similar software (desirable)
• A proactive attitude and willingness to learn
• Basic understanding of telecoms (broadband, VoIP, hosted telephony) training is provided

• Competitive salary of £25,000 - £28,000 DOE.
• Clear progression into 2nd Line Support and technical roles
• Ongoing training and development opportunities
• Pension scheme
• Flexible working options
• Supportive and collaborative team environment

If you're looking to build a career in technical support and want to join a forward-thinking company, this 1st Line Support Advisor position could be the perfect next step.

Apply today and we will be in touch.

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