1st Line Technical Support Engineer (ISP)

Technical Customer Support
Hybrid working available
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1st Line Technical Support Engineer (ISP)

Hybrid working available

The 1st Line Technical Support Engineer will be responsible for logging and resolving customer faults or queries  of a technical nature. Demonstrating a customer-focused approach to providing exceptional service and experience to G.Network's customers, as well as for acting as a customer advocate within the company.

What you'll do:

  • Offering immediate assistance to customers with technical supports queries, relating to their internet connectivity provided by G.Network
  • Providing quick and outstanding customer support through all communication channels
  • Maintaining clear, accurate customer records and case updates on any and all issues logged.
  • Work effectively within a team resolving all outstanding issues in order to prevent complaints and provide an exceptional customer experience
  • Raising support cases for customers to resolve any issues they may have relating to services they have purchased
  • Escalating cases when required and in a timely manner so that the customer’s fault can be resolved.

Skills, experience and qualifications (required):

  • Strong work ethic with an ownership mindset and a positive “can-do” attitude
  • Team player who is patient and works well under pressure
  • Excellent oral and written English skills as well as impeccable communication skills (able to maintain professional and effective, yet friendly communication with customers)
  • Be able to multi-task, enjoys problem-solving and have a solution-focused mindset
  • Be comfortable working in a fast-paced environment where the customer is the top priority
  • Passionate about building great relationships with our customers and other teams in the company
  • Enjoy working towards targets
  • Be adaptable to change and flexible in your approach
  • Have a positive attitude and a willingness to learn
  • An interest in networking and troubleshooting issues until resolution

Skills, experience and qualifications (preferred):

  • Previous experience in a customer facing support environment is preferred, but not essential
  • Network+, A+ certification or similar experience desired, but not essential
  • Knowledge of current internet technologies, IP addressing, DHCP, Wi-Fi and troubleshooting

About us

We’re rebuilding London’s broadband from the fibre up. Street by street, building by building, we’re installing state-of-the-art full-fibre broadband connections to give the capital the internet upgrade it’s been waiting for. And once our infrastructure is installed, we offer world-class service to residents and businesses across London.

It’s a project like no other. We’re growing fast, and we’re looking for great people to join us. G.Networkers are nimble, entrepreneurial, and never settle for second best. If that sounds like you, we’d love to hear from you.

Bring your whole self to work

G.Network is a diverse and inclusive company and we are proud to be an equal opportunity employer. Our network will serve Londoners in all their amazing diversity. That’s why we want our workforce, as far as possible, to reflect that diversity. We hire people based on their talents and what they can deliver as G.Networkers - not on their background, or their views on the best way to do the job.


Apply now