1st Line Support

1st Line Support

£20,000 – £26,000



A market-leading, communications company, is seeking 1st Line Support, on a full-time, permanent basis.

As 1st Line Support, you will provide services to customers and the team via the helpdesk, whilst developing an understanding of IT and networking.



  • 1st line support, handling calls and emails
  • Be the main contact for helping resident queries
  • Ensure customer SLAs are met, or exceeded, by accurately logging incidents and problems onto the central ticket management system
  • Effectively manage calls to a conclusion, with a goal of delivering a “first-time fix”
  • Provide remote support following the company’s secure processes
  • Ensure all tickets are clearly and accurately logged and that customers are regularly informed of progress throughout the lifetime of the fault or service request
  • Work with the support team, liaising with service suppliers to assist with fault management resolution
  • Ensure all procedures are followed, and all centralised records, systems, and tools are maintained and kept up to date
  • Work with the team to enhance processes where necessary to ensure all services are accurately delivered and billed
  • Develop relationships with customers to ensure exceptional customer service is always delivered


Skills/ Experience: 

  • Good interpersonal skills and confident interacting with customers
  • Have a high degree of interest in technology and problem solving
  • Motivated, with a willingness to learn
  • Dynamic and flexible with a “can-do” attitude
  • Enjoy being part of a team and being a real team player
  • Inquisitive
  • Ability to multi-task and remain calm under pressure
  • Professional telephone manner



  • Substantial training and support
  • Free parking
  • Celebration days
  • Social events


GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.

Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Cirencester, Oxford, Reading, Birmingham and South Wales.

Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients.


  • Job Category Tech
  • Job Location Stonehouse
  • Job Salary £20,000 - £26,000
  • Job Salary Benefits
  • Job hours Full-Time
  • Job Type Permanent
  • Job Ref JO586