Technical Support Advisor

Location: Office-Based

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Reports To: Engineering Manager
Salary: starting from £27,000 per year depending on experience
Role Overview
The Technical Support Advisor is responsible for delivering high-quality technical support across systems, hosted services, and network infrastructure. The role focuses on logging, diagnosing, and resolving customer issues remotely where possible, while ensuring clear communication and adherence to defined service level agreements (SLAs). We maintain a range of hosted systems including Universe, Gamma, HV Select, Wildix, 3CX, 8x8 & Bicom.
This position plays a key role in maintaining customer satisfaction, supporting field engineers, and ensuring operational efficiency across support processes.
Key Responsibilities
Log, track, and manage all customer-reported faults via the CRM system, ensuring accuracy and completeness
Provide first-line and second-line technical support to customers via phone, email, and remote access tools
Diagnose and resolve system, network, and hosted service issues remotely wherever possible
Access and maintain customer systems remotely for troubleshooting and maintenance purposes
Maintain consistent and proactive communication with customers, providing regular updates on fault status and resolution progress
Collaborate with internal departments to ensure efficient fault resolution and information sharing
Liaise with third-party suppliers and vendors to escalate and resolve technical issues when required
Verify customer maintenance contracts and account status before scheduling engineer visits
Coordinate and manage field engineer schedules, including booking and organising site visits
Ensure all fault-related activities are accurately recorded and updated within the engineering system/app
Order necessary equipment for fault resolution and maintain accurate records of parts and usage
Manage the return of faulty equipment to suppliers in line with company procedures
Maintain accurate and up-to-date records across CRM systems and internal tracking tools (e.g. faults board)
Prepare and deliver regular reports (weekly/monthly) and ad hoc updates as required
Maintain a strong working knowledge of company products, services, and supported technologies
Identify process improvement opportunities and contribute to continuous service enhancement
Build and maintain effective working relationships across departments
Adhere to company Health & Safety policies and procedures at all times
Maintain a clean, organised, and professional working environment
Skills & Experience xwzovoh
Essential:
Previous experience in a technical support or helpdesk environment
Strong troubleshooting and problem-solving skills
Experience using CRM or ticketing systems
Good understanding of hosted systems, VoIP, or network infrastructure and remote support tools
Excellent communication and customer service skills
Ability to prioritise workload and manage multiple tasks effectively
Desirable:
Experience with hosted systems, VoIP, or network infrastructure
Familiarity with SLA-driven environments
Knowledge of engineering coordination or field service operations
Key Competencies
Customer-focused with a proactive approach
Strong attention to detail and organisational skills
Effective team player with the ability to work independently
Clear and confident communicator
Adaptable and able to work in a fast-paced environment