We are seeking a proactive and customer-oriented 1st Line Support Technician to join a rapidly growing UK-based telecommunications and technology company. This opportunity is well suited to an individual who enjoys troubleshooting technical issues, delivering exceptional customer service, and thriving in a fast-paced support environment.

The successful candidate will serve as the first point of contact for customers requiring assistance with telecoms, VoIP solutions, broadband connectivity, hosted telephony, and related IT services. The role is focused on providing efficient issue resolution, maintaining high levels of customer satisfaction, and ensuring a positive overall support experience.

Key Responsibilities

Provide first-line support to customers via phone, email, and helpdesk ticketing systems
Troubleshoot and resolve telecoms, connectivity, and basic technical support issues
Deliver support across the following areas:
- VoIP and hosted telephony platforms
- Broadband, fibre services and 5G Broadband
- Business telecoms solutions
- Networking equipment, routers, and handsets
- Basic Microsoft 365 and desktop-related queries
Accurately record, update, and manage support tickets within the CRM/helpdesk system
Ensure support requests are resolved within agreed SLA targets
Escalate advanced or unresolved technical issues to senior support teams where appropriate
Assist customers with clear and effective step-by-step troubleshooting guidance
Monitor alerts and identify potential service issues proactively
Maintain detailed and accurate documentation of customer communications and resolutions
Work closely with internal support, technical, and account management teams to ensure high service standards
Deliver a consistently professional, responsive, and customer-focused support experience

Requirements

Requirements

Minimum of 2 years experience in a 1st Line Support, IT Support, Helpdesk, or Telecoms Support role
Excellent verbal and written communication skills
Strong analytical, troubleshooting, and problem-solving abilities
Experience using ticketing and helpdesk management systems
Good working knowledge of:
- VoIP and hosted telephony systems
- Broadband and connectivity troubleshooting
- Routers and basic networking principles
- Microsoft Windows and Microsoft 365 environments
Ability to manage workloads effectively and prioritise multiple tasks in a fast-paced environment
Strong organisational skills with a high level of attention to detail
A customer-focused approach with a professional and confident telephone manner

Desirable

Previous experience working within a telecommunications or Managed Service Provider (MSP) environment
Exposure to hosted PBX platforms and SIP technologies
Basic understanding of networking concepts, including IP addressing, VLANs, and firewalls
Familiarity with CRM platforms and remote support applications
Industry certifications such as CompTIA A+, Network+, or equivalent qualifications would be advantageous

Personal Attributes

Positive and enthusiastic attitude
Eager to learn and develop technical skills
Reliable and dependable
Ability to remain calm under pressure
Strong team player with excellent interpersonal skill

Benefits

Why Join Growth Resourcing?

Competitive salary with strong growth potential
Be part of a scaling business backed by UK leaders
Work in a high-performance, supportive environment
Real career progression opportunities—we grow people, not just teams
Learn fast, move fast, and make an impact from day one

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