At a Glance
- Tasks: Be the first point of contact for customers needing tech support and troubleshoot issues.
- Company: Join Schools Broadband, a leader in safeguarding and security software for schools.
- Benefits: Enjoy hybrid working, competitive salary, 25 days holiday, and a supportive culture.
- Other info: Full training provided, with opportunities for growth and a friendly team environment.
- Why this job: Make a real difference by helping schools stay safe online while developing your skills.
- Qualifications: Strong communication skills and a customer-focused attitude are essential.
The predicted salary is between 40500 - 49500 £ per year.
First Line Support Engineer
We are seeking a proactive and customer focused First Line Support Engineer to join our busy support team.
In this role, you will be the initial point of contact for customers seeking technical assistance.
You will diagnose and troubleshoot basic issues, manage ticket escalation, and ensure a positive experience for our customers.
This is a fast-paced environment, and the ideal candidate will be comfortable handling multiple tasks, prioritising issues, and maintaining excellent communication with users by ticketing systems, email and phone calls.
Key responsibilities of this role
- Respond promptly to incoming support requests via phone, email, and ticketing systems.
- Diagnose and troubleshoot technical issues.
- Provide clear and effective solutions or elevate complex issues to second-line support as needed.
- Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily.
- Perform routine checks and maintenance on customer equipment to prevent issues.
- Accurately document all customer interactions, issues, and resolutions in the support system.
- Maintain up-to-date knowledge base articles and support documentation.
- Provide feedback on recurring issues to help improve products and services.
- Work closely with second-line support, network engineers, and other departments to resolve complex technical problems.
- Participate in team meetings and contribute to continuous improvement initiatives.
How we’ll support you
- Full structured training will be provided.
- Regular 1-1's with your line manager to review progress and provide support.
- Annual performance review.
- A friendly, welcoming and supportive culture.
- Development opportunities.
- Working Environment
We offer hybrid working to promote a healthy work/life balance, working remotely and attending our Ilkley office 3 days per week.
Therefore you will need to be within a reasonable commute of this office.
Essential
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills with a customer-centric attitude.
- Patience and empathy when dealing with frustrated or non-technical customers.
- Analytical mindset with the ability to think critically and resolve issues efficiently.
- Willingness to learn and adapt to new technologies and processes.
Desirable
- Minimum of 1-2 years of experience in a technical support role, preferably within an ISP or telecommunications environment.
- Relevant certifications (eg. Comp TIA A+, Network+, Cisco CCNA) are a plus.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP and VPN.
- Strong understanding of internet services, networking hardware, and common operating systems.
- Up to 25 days holiday per year plus Bank Holidays
- Wellbeing day.
- Hybrid working.
- Company events.
- Company pension - 5% employer contribution
- Referral programme.
- Contractual sick pay.
- Employee Assistance Programme.
- Contractual maternity and paternity pay.
- Health Cash Plan.
- Non-work related training allowance.
- Volunteering day.
- Day off for your birthday.
- Closing date for applications: 31/08/2026
Who we are
Schools Broadband, a division of Talk Straight Ltd, is now the leading provider of web filtering, safeguarding and security software for schools and multi academy trusts.
We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country.
We now protect over 3500 organisations against advanced cyber-attacks and keep nearly one million school children safe online with our unique cloud-based platform.
With steady year on year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.
Equal Employment Opportunity
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job.
However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
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Operations, Customer Technical Services employer: Talk Straight Limited
At Schools Broadband, we pride ourselves on being an excellent employer, offering a supportive and friendly work culture that prioritises employee well-being and development. With structured training, regular one-on-one meetings, and opportunities for growth, our team members thrive in a hybrid working environment that promotes a healthy work/life balance. Located in Ilkley, we are dedicated to safeguarding and security in education, making your role as a First Line Support Engineer not only meaningful but also rewarding as you contribute to the safety of nearly one million school children online.
StudySmarter Expert Advice🤫
We think this is how you could land Operations, Customer Technical Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Talk Straight Limited. 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 Talk Straight Limited 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 Operations, Customer Technical Services
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 Talk Straight Limited:Your cover letter is your chance to shine! Tell us why you want to work at Talk Straight Limited 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 Talk Straight Limited!
How to prepare for a job interview at Talk Straight Limited
✨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.
