Tio Talent Ltd

1st Line Support Advisor Crawley, UK £25,000 - £28,000 per annum About the Role We 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 You To 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.