1st Line Technical Support Agent

Salary: £27,000 - 31,000 per year

Requirements:

• Previous experience in technical support, an IT service desk or telecoms support.
• A confident, professional telephone manner and strong customer service skills.
• A practical understanding of broadband, Wi-Fi and basic networking.
• A logical approach to troubleshooting and a willingness to learn.
• The ability to explain technical issues in straightforward language.
• Good organisation and accurate written notes.
• The ability to take ownership, follow up and stay calm when customers are frustrated.
• Experience supporting VoIP or hosted phone systems, mobile services and business broadband would be particularly useful.
• Familiarity with ticketing systems such as Zoho Desk would be an advantage.
• A solid technical foundation and comfort investigating faults while speaking with customers.

Responsibilities:

• Answer incoming technical support calls professionally and promptly.
• Log, prioritise and manage tickets, keeping clear records of faults, troubleshooting and next steps.
• Provide first-line support for cloud phone systems, handsets, softphones and mobile apps.
• Investigate issues with making and receiving calls, call quality, voicemail and call routing.
• Support mobile customers with SIM activation, connectivity, mobile data and basic device settings.
• Troubleshoot broadband and connectivity faults, including loss of service, slow speeds and intermittent connections.
• Carry out basic checks on routers, Wi-Fi, switches, cabling and local networks.
• Make routine configuration changes within your training and access permissions.
• Work with suppliers and carriers to investigate faults and obtain updates.
• Escalate more complex issues to our second-line technical team with clear notes and details of checks already completed.
• Keep customers updated and confirm that their issue has been resolved before closing a ticket.
• Help improve our support guides and identify recurring problems.

Technologies:

• Cloud
• Support
• Mobile

More:

We are SY Plus, and we are looking for a full-time Technical Support Agent to be the first point of contact for customers needing help with their business telecoms and connectivity services. This is a hands-on customer support role covering phone systems, mobile products, broadband, internet connectivity and networking services. You do not need to know every product on day one. The annual pay is £27,000–£31,000. We offer on-site parking, and the work location is in person.

last updated 44 week of 2026