1st Line Technical Support

Adept Services Ltd
Theale, UK
20 May 2019
28 May 2019
Contract Type
Full Time
1st Line Technical Support Person.

Our Client was founded in 1993, they are a leading value-added distributor of converged IP solutions. Products and services are geared towards enabling our resellers customers to benefit from the exciting opportunities brought about by high-bandwidth Internet access.

Our Client distributes products and supplies services for:

  • Broadband - xDSL, GPON CPE, MSAN/DSLAM, LTE
  • Security - ATP/VPN firewalls, Cloud AV
  • VoIP - SIP Phones, Cloud & On-Premise IP-PBX, PSTN Gateways & DECT
  • Wireless LAN - Enterprise Wireless, Hotspot, Controllers, Cloud-managed
  • Networking - Switches, inc. 10GbE+, Metro solutions, Fibre optic
  • IP Surveillance - IP cameras, Hardware & Software NVR

Currently in a period of substantial growth, Our Client is investing in its services infrastructure to support its growing customer base and ensure that it continues to add value.



The position is responsible for 1st Line Technical Support, RMA handling and case management via a trouble-ticketing system. Hands-on experience and specialist product knowledge gained in this role will enable the successful candidate to progress.

The role involves interaction with customers, suppliers, couriers and internal teams.

Our client is open to all levels of experience, but they believe that this role would ideally suit a person that has a real interest in computers and how they go together. If you have experience of Building and putting computers together then this could be the role you are looking for. If you have some form on computer studies qualification then that would also be of interest.

Primary Roles & Responsibilities

1st -Line Technical Support

Assist customers by phone and email, answering basic product and technology questions where possible. For more complex issues, assist with troubleshooting steps.

The 1st-line support role is expected to learn standard product functionality and be capable of explaining basic setup and concepts to a customer. More complex issues would be handled by 2nd-line support or resolved with their assistance.

Although the role mostly involves post-sales support, once suitable experience has been gained assistance can be provided with pre-sales enquiries.

RMA (Product Returns)

The role has the primary responsibility for the handling product returns.

Goods are returned for various reasons, e.g. after evaluation or warranty failure.

After sufficient troubleshooting, issue an RMA# once process followed.

Arrange courier collections if appropriate.

Each day, book in any returned items and test for the reported problem.

This role provides experience with a wide range of products & technologies.

Record the test results and required actions required to resolve the RMA.

Maintain supplier RMA manifests where required.

Ticket/Case Management

Management of open support cases, tracking time against activities.

All team members are expected to actively manage outstanding tickets and ensure that analysis & time tracking data are correctly recorded.

Other Duties

In general, all staff are expected to help where they can should the need arise.

Attend training sessions and keep up-to-date with new product introductions.

We are ideally looking for a person that lives in the Theale, Reading, Basingstoke Area.

For more information on the role, please send your CV via the Reed Link or

call Phil directly on the number provided below.

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