1st Line Technical Support Advisor
Join us as a 1st Line Technical Support Advisor and help rural communities stay connected with fast, reliable broadband. Diagnose, resolve, and escalate to keep services running.
Are you ready to play a key role in transforming rural connectivity? We are a fast-growing, forward-thinking full-fibre broadband provider, delivering ultra-fast internet to communities across Dorset, Somerset, the New Forest, and now Wiltshire. Unlike many alternative networks, we design, build, and manage our own infrastructure - ensuring exceptional quality and reliability for every customer.
As a 1st Line Network Operations Engineer, you'll be part of our Network Operations team, providing front-line technical support and ensuring our customers receive the high standards of service we're known for. From troubleshooting issues to configuring equipment, you'll be at the heart of keeping people connected.
What we offer:
A salary of up to £30,000, dependent on experience.
25 days holiday + bank holidays, with the option to buy/sell up to 5 days.
Private medical insurance & life assurance.
Cycle to Work & Tech purchase schemes.
Enhanced family leave policies.
Staff broadband discount (75%).
High street discounts on 100+ brands.
Summer & Christmas team socials.
Career development opportunities - Whether you want to lead a team or learn new skills, we'll support your growth in our fast-moving business.
What you'll be doing:
Act as the first technical escalation point from Customer Support for broadband and connectivity issues
Validate that customer-side checks and troubleshooting have been completed prior to investigation
Resolve incidents within the 1st Line NOC scope
Escalate complex or physical network faults to the 2nd Line NOC
Identify service degradation trends and raise recurring issues for further investigation
Support Customer Support with technical insight during ongoing network incidents
Assign engineers to provide on-site support where required
Create and maintain internal technical documentation and workflows
Please note that this role involves shift work between 08:00 - 18:30 Monday to Friday with 1 in 4 Saturdays (10:00 - 16:00).
What we're looking for:
Basic to intermediate understanding of IP networking (TCP/IP, DNS, DHCP)
Familiarity with network monitoring and alerting tools
Ability to interpret logs, alarms, and performance metrics
Understanding of broadband / access network concepts
Experience working with ticketing and incident management systems
Experience working within SLA-driven operational teams
Exposure to incident escalation workflows
Customer Service Experience
ITIL Foundation (Advantageous)
CompTIA Network+ (Advantageous)
Why join us?
This is more than just a support role—it's an opportunity to grow with a company that's reshaping digital access in rural communities. If you're motivated, customer-focused, and eager to advance in a technical career, we'd love to hear from you
Apply today and be part of building a smarter, faster, more connected countryside.
- Department
- Network Operations Centre
- Role
- Junior Network Operations Engineer
- Locations
- Head Office (The Old Laundry), Blandford Forum