1st Line Support AdvisorCrawley, UK
£25,000 - £28,000 per annum
About the RoleWe are currently recruiting for a 1st Line Support Advisor to join a growing and dynamic team based in Crawley. This is an excellent opportunity for someone with strong customer service skills and an interest in technology to develop a career in IT and telecommunications support.
As a 1st Line Support Advisor, you will act as the first point of contact for customers, delivering a professional and efficient support service. You will be responsible for handling incoming queries, diagnosing issues, and ensuring all support requests are managed effectively through to resolution or escalation.
Key Responsibilities*Act as the first point of contact for customers via phone, email, and other channels
*Provide a professional, friendly, and customer-focused service at all times
*Accurately log, categorise, and prioritise incoming support requests
*Diagnose and resolve basic technical issues (broadband, VoIP, hosted telephony, network services)
*Create clear and detailed service tickets for all customer interactions
*Escalate more complex issues to 2nd Line Support or relevant teams
*Keep customers informed with regular updates on their queries
*Maintain accurate records within the ticketing system
*Contribute to internal knowledge base documentation
*Ensure high levels of customer satisfaction
About YouTo be successful in this 1st Line Support Advisor role, you will have:
*Previous experience in customer service or a helpdesk/support environment
*Excellent communication skills (both written and verbal)
*A confident and professional telephone manner
*Strong problem-solving skills with a logical approach
*Ability to prioritise workload in a fast-paced environment
*Experience using ticketing systems or similar software (desirable)
*A proactive attitude and willingness to learn
*Basic understanding of telecoms (broadband, VoIP, hosted telephony) training is provided
Salary & Benefits*Competitive salary of £25,000 - £28,000 DOE.
*Clear progression into 2nd Line Support and technical roles
*Ongoing training and development opportunities
*Pension scheme
*Flexible working options
*Supportive and collaborative team environment
Apply Now

If you’re looking to build a career in technical support and want to join a forward-thinking company, this 1st Line Support Advisor position could be the perfect next step.
Apply today and we will be in touch.
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