Technical Support Advisor

Salary: £26,000 - 26,000 per year

Requirements

• We require previous experience in a technical support or helpdesk environment.
• We require strong troubleshooting and problem-solving skills.
• We require experience using CRM or ticketing systems.
• We require a good understanding of hosted systems, VoIP, or network infrastructure and remote support tools.
• We require excellent communication and customer service skills.
• We require the ability to prioritise workload and manage multiple tasks effectively.
• We prefer experience with hosted systems, VoIP, or network infrastructure.
• We prefer familiarity with SLA-driven environments.
• We prefer knowledge of engineering coordination or field service operations.
• We value a customer-focused approach with strong attention to detail and organisational skills.
• We value the ability to work both independently and as part of a team.
• We value clear, confident communication and adaptability in a fast-paced environment.

Responsibilities

• We log, track, and manage all customer-reported faults using our CRM system, ensuring accuracy and completeness.
• We provide first-line and second-line technical support to customers via phone, email, and remote access tools.
• We diagnose and resolve system, network, and hosted service issues remotely wherever possible.
• We access and maintain customer systems remotely for troubleshooting and maintenance purposes.
• We maintain proactive communication with customers, providing regular updates on fault status and resolution progress.
• We collaborate with internal departments to support efficient fault resolution and information sharing.
• We liaise with third-party suppliers and vendors to escalate and resolve technical issues when required.
• We verify customer maintenance contracts and account status before scheduling engineer visits.
• We coordinate and manage field engineer schedules, including booking and organising site visits.
• We ensure all fault-related activities are accurately recorded and updated within our engineering system and app.
• We order necessary equipment for fault resolution and maintain accurate records of parts and usage.
• We manage the return of faulty equipment to suppliers in line with our company procedures.
• We maintain accurate and up-to-date records across our CRM systems and internal tracking tools.
• We prepare and deliver regular weekly and monthly reports, along with ad hoc updates as required.
• We maintain a strong working knowledge of our products, services, and supported technologies.
• We identify process improvement opportunities and contribute to continuous service enhancement.
• We build and maintain effective working relationships across departments.
• We adhere to our Health and Safety policies and procedures at all times.
• We maintain a clean, organised, and professional working environment.

Technologies

• CRM
• Support
• Network

More

We are recruiting for an office-based Technical Support Advisor reporting to our Engineering Manager, with a starting salary from £27,000 per year depending on experience. In this role, we support a range of hosted systems and technologies including Universe, Gamma, HV Select, Wildix, 3CX, 8x8, and Bicom. We play a key role in delivering high-quality technical support, maintaining customer satisfaction, supporting our field engineers, and improving operational efficiency across our support processes. We offer a professional, fast-paced environment where clear communication, teamwork, and continuous service improvement are important to our success.

last updated 19 week of 2026