1st Line Technical Engineering Support Technician

Airband are recruiting for a '1st Line Technical Engineering Support Technician' working a hybrid model out of our Droitwich office.

Salary for this role is between £29,000 to £31,000 depending on experience + discretionary annual bonus!

We are looking for a proactive and experienced 1st Line Technical Engineering Support Technician to join our Technical Engineering Team. In this role, you will be the first point of contact for FWA and Fibre engineers facing technical challenges, providing swift and effective solutions. Additionally, you will assist with surveys, ensuring onsite engineers have the necessary tools for a successful survey. Your responsibilities will include delivering first-line support via phone, email, and remote assistance tools, while escalating more complex issues to second-line support when required.

Key Responsibilities:

• Act as the first point of contact for technical support queries via phone or via MS Teams.
• Diagnose and resolve hardware, software, and network-related issues efficiently.
• Provide engineers on IT best practices and troubleshooting techniques.
• Escalate unresolved issues to the appropriate second-line support.
• Assist in the setup and configuration of FWA radios and routers.
• Ensure internal systems such as CNmeastro, UISP, and Datatill are kept up-to-date.
• Collaborate with other engineering teams to assist in providing effective engineer training.
• Provide feedback and suggestions for improving support processes and documentation.

Skills & Experience Required:

• Previous experience in a 1st line technical support role or similar IT support environment.
• Strong knowledge of FWA technologies with vendors such as Ubiquiti, Cambium, Siklu, Tarana, and Tachyon.
• A basic understanding of fibre PON networks.
• Understanding of networking principles (TCP/IP, DNS, DHCP, VPNs, Wi-Fi troubleshooting).
• Experience using Salesforce, SolarWinds, CNmeastro, and UISP.
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to work well under pressure and manage multiple support requests simultaneously.
• A willingness to learn and develop technical skills.

Desirable Qualifications:

• CompTIA Network+ or similar IT certification.
• Ubiquiti Broadband Wireless Admin – UBWA.
• Mikrotik Certified Network Associate – MCNA.
• Cisco Certified Network Associate - CCNA.

What can Airband offer you?

• Competitive salary and discretionary annual bonus.

• 25 days of paid leave a year rising to 30 plus bank holidays with service.

• 5% Airband pension plus a minimum 3% employee contribution.

• Customer referral bonus - a thank you for every customer you send our way.

• Free Broadband - If you are in coverage, you can benefit from free broadband with us!

• 20% off monthly line rental on EE’s phone, tablet, SIM only, or mobile broadband plans.

• Car financing scheme, Cycle to work, Tech scheme, Healthcare and medical insurance, Dental care, and Health cash fund (dependent on the length of service).

• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!

• Refer a friend reward scheme – a selection of great rewards to choose from!

Pre-employment checks

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check is required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.

Recruitment Agency support is not required at this time.