Job Description

Overview

Raw Telecom is a business communications provider specialising in business broadband, VoIP, and managed network services. We partner with leading UK networks and deliver tailored connectivity solutions to SMEs nationwide.

We pride ourselves on being hands-on, transparent, and technically capable -- combining personal customer service with modern, cloud-first technology.

We're now looking for a dedicated 1st Line Support Engineer to join our operations team as we expand our managed broadband and VoIP base.

Role Overview

As a key member of our front-line support team, you'll be responsible for configuring, deploying, and supporting customer broadband, router, and VoIP services. You'll diagnose and resolve faults, coordinate with suppliers, and ensure every customer receives clear and professional communication throughout the process.

This is a primarily office-based role (with occasional site visits possible in the future). You'll work closely with our provisioning and operations team to ensure a consistent, high-quality support experience from start to finish.

Responsibilities

Respond promptly to customer queries, providing first-line support for broadband, router, and VoIP services. Diagnose and resolve issues, following through to resolution while maintaining excellent customer service. Use Raw's service management system to manage incidents, service requests, and provisioning tasks efficiently and accurately. Maintain clear, professional communication with customers, suppliers, and colleagues at all times. Record all actions taken and service details within the ticketing system, ensuring accurate and complete documentation. Coordinate engineering resources -- internal or third-party -- and keep customers informed of progress. Escalate incidents appropriately, ensuring both hierarchical and technical escalations are handled in a timely manner. Provision, configure, and activate new broadband, router, and VoIP services for customers. Meet or exceed key performance indicators (KPIs) related to response times, resolution times, and customer satisfaction. Maintain accurate and up-to-date customer information in internal systems. Proactively represent and promote Raw Telecom in all client interactions. Stay alert to potential security or fraud-related activity and raise incidents where appropriate. Undertake any additional duties reasonably requested by your manager as part of Raw's continuous improvement culture.

Skills Required

A tenacious and methodical approach to problem solving -- able to investigate unfamiliar issues and deliver effective technical solutions. Strong attention to detail, analytical skills, and the ability to resolve complex issues under pressure. Calm and professional communication style, even in challenging or time-sensitive situations. Solid understanding of Microsoft Office applications (Excel, Word, Outlook). Proven ability to prioritise workloads and manage multiple open tasks simultaneously. Strong administrative accuracy and organisational skills. Ability to work independently and collaboratively within a small, fast-paced team. Excellent verbal and written communication, with clear and confident client interaction. Strong rapport-building and relationship management skills. Sound literacy and numeracy skills (English and Mathematics). Good working knowledge of computer and network hardware, including routers, switches, and end-user devices. Motivated and proactive, with a genuine desire to learn and develop within a growing business. Willingness to work flexibly to support business or client needs when required. A positive, customer-focused mindset -- enjoys developing friendly, supportive relationships and providing exceptional service. Full UK driving licence.

Desirable / Knowledge & Experience

Experience supporting customers via an IT or telecoms service desk, including proactive monitoring of customer environments. Relevant IT/Telecoms qualifications or knowledge. Understanding of Windows operating systems (Windows 11) Working knowledge of VoIP systems, broadband technologies, and common fault diagnostics. Solid understanding of basic networking concepts, including routers, switches, IP addressing, and VLANs. Demonstrated ability to provide both remote and on-site technical support in a professional and customer-focused manner. Awareness of cybersecurity best practices and a "security-first" mindset when handling customer systems or credentials. Hands-on experience with hardware fault diagnosis (PCs, laptops, printers, desk phones, etc.). Knowledge of iOS and Android operating systems and experience with mobile device management (MDM) solutions. Proven ability to create and maintain clear documentation, including internal procedures and end-user guides.
Job Types: Full-time, Permanent, Temp to perm, Apprenticeship

Pay: 24,420.00-34,000.00 per year

Benefits:

Company pension Free parking On-site parking Private medical insurance
Work Location: In person