1st Line Technical Support

Who we are

At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.

Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We’ve recently raised, and committed, a £164 million investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses by 2025. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.

How we work

Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.

Sound like the kind of place you want to work? If so, read on…

What you will be working on

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
• Diagnose and troubleshoot basic technical issues, providing solutions or escalating as needed.
• Record, prioritise, and track customer queries in the ticketing system, ensuring timely updates and resolutions.
• Provide clear and helpful guidance to customers, assisting with common problems such as connectivity issues, software errors, or login problems.
• Follow standard procedures for incident resolution and escalate more complex issues to 2nd line support or relevant departments.
• Collaborate with internal teams to gather information, update documentation, and resolve ongoing issues.
• Maintain up-to-date knowledge of company products and services to effectively support customer inquiries.
• Perform routine system checks and monitor alerts to proactively identify potential issues

What you will bring to the role

• Previous experience in a customer-facing IT support role, preferably 1st line or helpdesk support.
• Familiarity with using ticketing systems to log, track, and manage customer issues.
• Understanding of basic networking concepts such as IP addressing, routers, switches, and connectivity troubleshooting.
• Strong verbal and written communication skills for explaining technical issues clearly to non-technical users.
• A solid background in delivering excellent customer service, ensuring high levels of user satisfaction.

Hours: 37.5 hrs per week

Salary: £25,000 - £30,000 depending on experience

Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching