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- Tasks: Provide first-line technical support and troubleshoot VoIP and connectivity issues.
- Company: Join Onecom, an award-winning provider of Communication Technology.
- Benefits: Enjoy 25 days holiday, flexible leave, and a range of wellness perks.
- Why this job: Kickstart your tech career in a dynamic, customer-focused environment.
- Qualifications: Experience in technical support and strong troubleshooting skills required.
- Other info: Access to in-house training and excellent career development opportunities.
The predicted salary is between 24000 - 36000 ÂŁ per year.
Join our Team as a 1st Line Technical Support Agent!
Location: Remote
Hours: Shift based between 8am and 6pm Monday to Friday
About the role
Step into a fast‑paced, customer‑focused environment where no two days are the same. As a 1st Line Technical Support Agent, you’ll be the friendly, knowledgeable first point of contact for customers needing help with their VoIP, connectivity, and mobile services. You’ll diagnose issues, resolve common problems, and keep things running smoothly by escalating more complex cases to the right teams. If you enjoy troubleshooting, thrive on delivering great service, and are looking to grow your technical career, this role gives you the perfect platform to learn, develop, and make a real impact.
What makes you a great fit
- Experience working in a client‑facing service desk or support environment
- Strong analytical thinking and confident troubleshooting skills
- Excellent organisational and time‑management abilities
- Understanding of cloud telephony and networking fundamentals
- Experience configuring or troubleshooting networking and voice technologies
- Previous experience in a technical support or IT helpdesk role
- Basic knowledge of VoIP systems and broadband technologies such as ADSL, FTTC, FTTP, or SOGEA
- Ability to support a wide range of users, from non‑technical customers to IT professionals
- Customer‑focused mindset with a proactive, problem‑solving approach
- Clear, confident written and verbal communication skills
Key responsibilities
- Provide first‑line technical support via phone, email, and ticketing systems
- Log, categorise, and prioritise support requests accurately using Salesforce
- Troubleshoot VoIP, 3CX, connectivity, and mobile service issues
- Use internal tools and documentation to resolve common problems efficiently
- Monitor personal ticket queues and meet KPIs including response and resolution times
- Escalate unresolved or complex incidents to 2nd Line Support or specialist teams
- Maintain communication with customers throughout the support process
- Document incidents, resolutions, and updates clearly and accurately
- Contribute to improving internal knowledge base articles and support documentation
Perks for our People
- Holidays: 25 days + bank holidays and buy/sell options
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
- EV Scheme: Lease a brand‑new electric car
- Lifestyle: 9% combined pension contribution and 4x salary life assurance
- Rewards: Quarterly and annual employee awards, discounts on tech
- Socials: All‑expenses‑paid company events
- Development: In‑House Training Academy
- Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye‑care vouchers, financial wellbeing support
Who we are: Onecom is an award‑winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
ED&I: We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Seniority level: Not Applicable
Employment type: Full‑time
Job function: Information Technology
Industries: Telecommunications
Technical Support employer: Onecom
Contact Detail:
Onecom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support
✨Tip Number 1
Get to know the company inside out! Research Onecom's services, values, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with VoIP and connectivity issues, brush up on common problems and solutions. You can even role-play with a friend to simulate customer interactions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider tips and might even lead to a referral, which can double your chances of landing an interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team at Onecom!
We think you need these skills to ace Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your technical support background and any relevant troubleshooting skills to show us you're the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about technical support. Share specific examples of how you've helped customers in the past, and let your personality shine through to make a memorable impression.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it’s crucial to demonstrate your clear and confident communication style. Whether it’s in your written application or during an interview, make sure we can see your ability to explain complex issues simply.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Onecom
✨Know Your Tech Basics
Brush up on your understanding of VoIP systems, cloud telephony, and networking fundamentals. Being able to confidently discuss these topics will show that you’re not just a problem-solver but also someone who understands the technical side of things.
✨Practice Your Troubleshooting Skills
Prepare for common technical issues you might face in the role. Think through how you would approach diagnosing and resolving problems with connectivity or mobile services. This will help you demonstrate your analytical thinking during the interview.
✨Show Off Your Customer Service Skills
Since this role is customer-focused, be ready to share examples of how you've successfully handled client interactions in the past. Highlight your proactive problem-solving approach and how you’ve maintained clear communication with customers.
✨Familiarise Yourself with Salesforce
As you'll be logging and prioritising support requests using Salesforce, it’s a good idea to get familiar with the platform. If you have experience with similar ticketing systems, mention that too, as it shows you can adapt quickly to new tools.
