Job Title: 1st line Support Desk Technician
Location: Midlands
Job Type: Full-Time (40 hours per week) (Hybrid)
Salary: £28,113
Job Summary
Airband is recruiting a 1st line Support Desk Technician based in our Droitwich office. The role reports to the Support Desk Team Leader within our high-performing support team. You will diagnose faults on customer routers, VoIP phones, and internal connections to resolve inquiries and faults raised via our support ticketing system.
You will support Airband customers, handle technical queries and reported faults, perform remote diagnostics, and use cloud-based diagnostic software such as SolarWinds, SamKnows, and cnMaestro.
The ideal candidate will have experience working on a busy support desk resolving customer inquiries over the phone and email, with knowledge of Wireless, VoIP, Cloud Voice connectivity, networking, and routers.
Responsibilities
1. Respond to customer inquiries via email or phone regarding connectivity issues.
2. Troubleshoot connectivity problems over the phone.
3. Coordinate with engineers, office staff, and customers to organize service calls.
4. Complete customer logs and documentation.
5. Assist in expanding Airband's business by promoting products where appropriate.
6. Support other tasks as needed.
7. Maintain professional and supportive customer service at all times.
Skills
* Strong communication and IT skills.
* Organized and self-motivated.
* Problem-solving skills using initiative in a calm and logical manner.
* Ability to perform initial diagnostics on networks or via telephone.
* Ambition to evaluate customer issues and escalate when necessary.
* Excellent customer service skills.
* Experience with routers and wireless systems.
* Understanding of Hosted VoIP and SIP telephony.
* Knowledge of IP networks.
The successful candidate will join a motivated team with a proactive approach to driving the business forward.
Preferred Experience
Experience in 1st line technical support within telecommunications, supporting customers remotely, with excellent communication skills and professionalism. Focus on exceeding customer expectations and adhering to best practices.
Airband Benefits
* Competitive salary of £27,295 per annum
* 25 days of paid leave, increasing to 30 days plus bank holidays with service
* 5% pension contribution plus a minimum 3% employee contribution
* Customer referral bonus
* Hybrid working model
* Free broadband (coverage permitting)
* 20% discount on EE mobile plans
* Cycle to work scheme, healthcare, dental, and health cash fund (dependent on service length)
* Employee discount platform (Airshare)
* Referral rewards scheme
Pre-employment Checks
Please ensure you have the right to work in the UK. Satisfactory references are required, and a DBS check may be needed for customer-facing roles. A driving license may be necessary for field roles.
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