1st Line Technical Support Specialist

1st Line Technical Support Specialist required for an Electronics solutions provider (electronic components, embedded solutions, displays, printers, fans, etc) based in the Reading area (Theale). The company focus on the following:

Broadband Technologies: Delivering solutions for Fiber, DSL, and the growing demand for Mobile Broadband connectivity. (Brands: Zyxel, TP-Link )

• VoIP and UC Solutions: Supplying SIP phones, IP PBX systems (both on-premise and cloud), and necessary gateway technologies. (Brands: Yealink, Yeastar & Snom )
• Enterprise-Grade Networking: Providing a full suite of Switching, Routing, and advanced Wireless solutions, including the latest Wi-Fi standards. (Brands: Zyxel, TP-Link, Optech )
• Security Solutions: Offering a range of Firewalls, VPNs, and cloud-based security services to protect networks and data. (Brands: Zyxel )

We are seeking a Support Specialist with a passion for technology, strong problem-solving skills, and a commitment to excellent customer service. In this role within our technical team, you will be responsible for 1st Line Technical Support, RMA triage, and case management using a trouble-ticketing system. The hands-on experience and specialist product knowledge gained will provide a pathway for career advancement.

1st Line Technical Support: Assist customers by phone and email, answering basic product and technology questions. Diagnose, troubleshoot, and resolve technical issues in a timely manner, escalating to higher-level support when necessary.

?RMA (Product Returns): Create RMA cases as directed. Assist the warehouse team with reproducing the reported problem once goods have been returned.

?Ticket/Case Management: Actively manage outstanding tickets and ensure accurate data recording.

?General: Help where needed. Attend training sessions and keep up to date with new products.

?Document troubleshooting steps and resolutions in the knowledge base.

?Provide timely updates and feedback to users on the status of their support requests.

?Maintain accurate records of support interactions and RMA processing.

Basic understanding of computer hardware, software

?Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPNs).

?Strong problem-solving and troubleshooting skills.

?Excellent verbal and written communication skills to convey technical information clearly.

?Exceptional customer service skills.

?Ability to prioritize and manage multiple tasks.

?Understanding of remote support tools and ticketing systems.

?Strong attention to detail and ability to work both independently and as part of a team.

?A passion for learning and staying updated on emerging technologies and IT best practices.

Education and Experience

?Previous experience in a technical support role is preferred.

?Personal experience - e.g. homelab, building PCs.

?Relevant certifications (e.g., CompTIA A+) are a plus.

Salary dependent on experience likely £28k-£30k

• Auto enrolment pension scheme
• 23 days holiday rising with tenure
• Other details to be discussed at interview

Bennett and Game Recruitment are a multi-disciplined technical recruitment agency based in Chichester, West Sussex operating across the UK with specialist teams covering a range of industries.We are acting as a Recruitment Agency in relation to this vacancy, and in accordance with GDPR by applying you are granting us consent to process your data, contact you about the services we offer, and submit your CV for the role you have applied for.