Join our Team as a 1st Line Technical Support Agent!

Location: Remote

Salary: £26,000-£28,000 Per Annum

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.