Job Advert
We are seeking a proactive and customer-focused 1st Line Support Coordinator to join our dynamic support team. This role will
involve providing first-line technical support to customers, ensuring quick and effective resolution of issues related to our
services. You will be the first point of contact for customers, triaging requests, troubleshooting basic issues, and escalating
more complex queries to the relevant teams.
Location: Sheffield Office-based/hybrid (following probationary period)
Hours: Monday to Friday 9.00 - 17.30
What you will be doing:
* Act as the first point of contact for customers via phone, email or via our ticketing system, delivering high-quality customer
service and technical support.
* Log, track, and manage incidents and service requests in line with our SLA’s.
* Diagnose and troubleshoot basic telephony and network issues, escalating more complex problems to 2nd and 3rd line support.
* Coordinate with internal teams (e.g., network engineers, account managers) to ensure swift resolution of issues.
* Carry out in-life change requests in adherence with our terms and conditions.
* Monitor service performance and system health, ensuring minimal downtime for customers.
* Maintain detailed documentation of all incidents, solutions, and relevant information to ensure continuity.
* Provide regular updates to customers regarding the status of their issues and resolutions.
* Assist in maintaining records, creating knowledge base articles and support documentation to improve team and customer
self-service.
* Identify patterns in recurring issues and escalate them for further investigation.
* Process and inform customers of planned and emergency maintenance notices from our partners.
What we are looking for:
* Previous experience in a customer service or IT helpdesk role, ideally within telecoms or a related industry.
* Basic understanding of telecommunications, networking principles, and related technology (e.g., VoIP, broadband, mobile
networks).
* Excellent verbal and written communication skills.
* Strong problem-solving abilities with a focus on customer satisfaction.
* Ability to work efficiently under pressure and manage multiple tasks simultaneously.
* Familiarity with ticketing systems and IT Service Management (ITSM) tools.
The above outlines the main responsibilities and expectations of the 1st Line Support Coordinator role. If you're passionate about
customer service and technical support within the telecoms industry, we’d love to hear from you!