First Line Support Engineer

Talk Straight Group

. Respond promptly to incoming support requests via phone, email, and ticketing systems .

Posted 9/29/2026full-timeIlkley • United KingdomJunior💰 £27,608 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support, including troubleshooting and resolving issues related to internet services and networking hardware. Possesses strong communication and interpersonal skills to effectively assist customers and collaborate with technical teams.

Highest-signal resume keywords

Technical Support ExperienceNetworking Concepts (TCP/IP, DNS, DHCP, VPN)CompTIA A+ CertificationCisco CCNA CertificationCustomer-Centric Attitude

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingTechnical Issue DiagnosisDocumentationRoutine Equipment MaintenanceAnalytical Thinking

Soft Skills

Excellent Communication SkillsInterpersonal SkillsPatienceEmpathyAdaptability

Tools & Technologies

Ticketing SystemsKnowledge Base ArticlesSupport Documentation

Certifications & Qualifications

CompTIA A+Network+Cisco CCNA

Industry Keywords

ISPTelecommunicationsInternet ServicesNetworking HardwareOperating Systems

Tech Stack

Tools & technologies

DNSTCP/IP

About the role

Key responsibilities & impact

Respond promptly to incoming support requests via phone, email, and ticketing systems
Diagnose and troubleshoot technical issues
Provide clear and effective solutions or escalate complex issues to second-line support as needed
Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily
Perform routine checks and maintenance on customer equipment to prevent issues
Accurately document all customer interactions, issues, and resolutions in the support system
Maintain up-to-date knowledge base articles and support documentation
Provide feedback on recurring issues to help improve products and services
Work closely with second-line support, network engineers, and other departments to resolve complex technical problems
Participate in team meetings and contribute to continuous improvement initiatives

Requirements

What you’ll need

Excellent communication skills, both verbal and written
Strong interpersonal skills with a customer-centric attitude
Patience and empathy when dealing with frustrated or non-technical customers
Analytical mindset with the ability to think critically and resolve issues efficiently
Willingness to learn and adapt to new technologies and processes
Minimum of 1-2 years of experience in a technical support role, preferably within an ISP or telecommunications environment
Relevant certifications (eg. CompTIA A+, Network+, Cisco CCNA) are a plus
Familiarity with networking concepts, including TCP/IP, DNS, DHCP and VPN
Strong understanding of internet services, networking hardware, and common operating systems

Benefits

Comp & perks

Full structured training will be provided
Regular 1-1's with your line manager to review progress and provide support
Annual performance review
A friendly, welcoming and supportive culture
Development opportunities
Up to 25 days holiday per year plus Bank Holidays
Wellbeing day
Hybrid working
Company events
Company pension - 5% employer contribution
Referral programme
Contractual sick pay
Employee Assistance Programme
Contractual maternity and paternity pay
Health Cash Plan
Non-work related training allowance
Volunteering day
Day off for your birthday