At a Glance
- Tasks: Be the go-to person for network and telephony support, solving tech issues like a pro.
- Company: Join Agilico, a pioneering Circular-First workplace technology business committed to sustainability.
- Benefits: Enjoy bonuses for qualifications, generous holiday, healthcare cash plan, and more perks.
- Other info: Work in a hybrid environment with great opportunities for growth and learning.
- Why this job: Kickstart your tech career while making a positive impact on the planet.
- Qualifications: Experience in 1st line support with strong troubleshooting skills and a customer-focused mindset.
The predicted salary is between 24000 - 36000 £ per year.
What you\'ll be doing
- Acting as the first point of contact for network and telephony support issues, via phone, email, and service desk system
- Troubleshooting and resolving a wide range of first-line technical issues related to hardware, software, applications and mobile devices
- Escalating more complex issues appropriately while working alongside the wider team to build your knowledge and skills
- Taking ownership of tickets from logging through to resolution or escalation, ensuring a timely and professional service
- Documenting resolutions and contributing to an evolving internal knowledge base
- Collaborating with the wider Professional Services team to ensure consistent service delivery across the organisation
- Identifying recurring issues and contributing ideas to improve efficiency and reduce incident volume
Experience & qualifications
- Experience in a 1st line support role with strong troubleshooting skills, including knowledge of Networking, VoIP, SIP, PSTN and mobile networks
- A customer-focused mindset and excellent communication skills
- A keen interest in expanding your technical knowledge and progressing to second-line support
- Ability to work independently and as part of a collaborative, distributed team
- Comfortable working in a hybrid environment, with regular office presence in Gateshead
At Agilico we\'re on a journey to build a better future for our people and planet. We\'re proud to be the UK\'s pioneering Circular-First workplace technology business. From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, we\'re dedicated to integrating sustainable practices throughout our operations. We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow.
Benefits
- Wage bonuses based on achieving new qualifications
- 23 days holiday plus bank holidays, rising to 28 days after 5 years
- Stakeholder pension scheme & death in service benefit
- Agile Perks reward platform offering discounts and great deals
- Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
- Cycle to work scheme
- Volunteer Days, first day at school days
- Referral bonuses if you nominate a friend or a new customer
- Employee Assistance Programme – free advice on relationships, mental health and financial planning and more
- Enhanced Maternity and Paternity scheme
1st Line Helpdesk Support (Telecoms) LC in Newcastle upon Tyne employer: Agilico Workplace Technologies
Agilico is an exceptional employer that prioritises both employee growth and sustainability, making it a fantastic place to work for those in the 1st Line Helpdesk Support role. With a strong focus on professional development, including wage bonuses for new qualifications and a supportive work culture that encourages collaboration, employees can thrive in a hybrid environment while contributing to meaningful change. Located in Gateshead, Agilico offers a range of benefits such as generous holiday allowances, a stakeholder pension scheme, and a commitment to employee well-being through various support programmes.
Contact Details:
Agilico Workplace Technologies Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Helpdesk Support (Telecoms) LC in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agilico Workplace Technologies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Agilico Workplace Technologies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Helpdesk Support (Telecoms) LC in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Agilico Workplace Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Agilico Workplace Technologies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Agilico Workplace Technologies!
How to prepare for a job interview at Agilico Workplace Technologies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
