1st Line Technical Support Agent

Role

As a 1st Line Technical Support Agent at Gradwell, you’ll be the first point of contact for customers seeking assistance with their VoIP, connectivity, and mobile services. Your primary responsibility is to provide prompt, professional support by diagnosing basic technical issues, logging incidents, and escalating more complex problems to the appropriate teams when necessary.

This role is ideal for someone early in their technical support career who has a strong customer service mindset, enjoys troubleshooting, and is eager to learn in a fast-paced environment.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and ticketing system.
• Log, categorise, and prioritise all support requests accurately using Salesforce.
• Perform initial troubleshooting of VoIP, 3CX, connectivity, and mobile service issues.
• Use internal tools and documentation to resolve common problems quickly and efficiently.
• Escalate unresolved or complex incidents to 2nd Line Support or other relevant teams.
• Follow up with customers to confirm resolution and maintain communication throughout the support process.
• Maintain accurate records of customer interactions and resolutions.
• Contribute to internal knowledge base and documentation improvements.

Core Skills

• Experience working in a client-facing service desk environment
• Analysing Information and excellent troubleshooting skills
• Excellent organisational and time management skills.
• Knowledge of Cloud Telephony and Networking infrastructure
• Experience in trouble shooting and configuring Networking and Voice related technologies.

Requirements

• Previous experience in a technical or IT support/helpdesk role.
• Basic knowledge of VoIP systems and broadband technologies (e.g., ADSL, FTTC, FTTP, SOGEA)
• Ability to support multiple user types from non-technical users to IT professionals.
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills

Role Competencies

Professionalism – Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position

Teamwork – Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed.

Problem solving – Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate.

Technical skills – Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business’ core areas. Shares expertise and knowledge with others

Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.

Core Competencies

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

Engaging – Working with diverse Engineering teams and getting the best from them

Disciplined – To meet tight timelines and drive the teams to success.

Down to Earth – Gradwell people are straight forward and grounded.

Friendly – Gradwell people like to make the workplace a fun and relaxed place to be.

Helpful – Gradwell people will always look for ways to help each other and their customers.

Persistent – Gradwell people can be relied upon to get the job done – whatever it takes.

Values

• Personal - Kind, Human, Caring
• Pioneering - Expert, Masterful, Skilled
• Proactive - Driven, Energetic, Agile

In return we offer:

• A generous basic salary (based on experience and qualifications) £25k-£28k
• Great funded training opportunities
• Progression opportunities as part of a fast growing, successful company
• Life Cover of 4x Salary
• Company Pension Scheme
• 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying.
• Paid sick pay of 20 days a year (after probation)
• Subsidised Bupa dental cover (after probation)
• Subsidized gym membership (after probation)
• Cycle to Work Scheme (after probation)
• Free Broadband Service (after probation)
• Charity day
• Employee Assistance Programme and Access to Smart Health
• Long Service Awards
• Employee Mortgagee Services
• Employee Will writing Services
• Enhanced Maternity/Adoption/Surrogacy & Paternity pay.

This list is not exhaustive, will change in response to business demands and may include other tasks as may reasonably be

Job Types: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Flexitime
• Free parking
• Gym membership
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private dental insurance
• Referral programme
• Sick pay

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application question(s):

• How many years experience do you have in Telecommunications
• How many years experience do you have as a Technical Support Engineer

Location:

• Leeds, LS12 6AB (required)

Work Location: Hybrid remote in Leeds, LS12 6AB

Reference ID: TechS1