1st Line Technical Executive

2 weeks ago

Beeston and Holbeck LS, United Kingdom Lily Communications Limited Full time £25,600 - £28,500 per year

Pay: £25, £28,500.00 per year

Job Description:

1st Line Technical Executive

Location: Office Based (Leeds)

Schedule: Monday – Friday

Job Type: Full-Time, Permanent

Join Lily - The Home of Digital Transformation

We're Lily, a multi-award-winning Managed Service Provider delivering cutting edge IT and Communications solutions to businesses across the UK. From future-proofing operations while reducing costs, increasing revenue, and improving efficiency.

Our culture is built on Passion, Performance, Inspiration and Integrity. If you thrive in a high energy environment where no two days are the same, and where, success is celebrated, you'll fit right in with our growing team.

About the Role:

As a 1st Line Technical Executive, you'll be a key player and first point of contact for technical queries and faults, delivering exceptional service and handling voice and data-related queries across our diverse product and service portfolio - such as Hosted VoIP, FTTP connectivity, call lines, mobile broadband, and more.

You'll work closely with clients and internal teams to troubleshoot, document, and resolve issues promptly.

Key Responsibilities

  • Provide first-line support via phone and email for telecom, voice, and data services (e.g., Hosted VoIP, FTTP, G.fast, Mobile Broadband).
  • Diagnose, troubleshoot, and resolve incidents.
  • Log and track incidents using internal ticketing systems, ensuring clear documentation and timely updates.
  • Install, configure, and support customer endpoints - handset systems, VoIP setups, mobile devices, etc.
  • Assist with remote deployments and upgrades of telecom solutions.
  • Uphold excellent customer service standards - responding promptly and professionally to client needs.

Essential:

  • 2+ years' experience in a similar technical/office-based role
  • Excellent time management and organisational skills
  • Proficient in diagnosing line and connectivity issues (e.g., broadband, G.fast, FTTP).
  • Friendly, customer-focused, and adaptable

Desirable:

  • Solid understanding of VoIP systems, IP networking, and voice/data concepts.
  • Familiarity with on-premises telephone systems.
  • Excellent communication skills; ability to explain technical concepts to non-technical users.
  • Strong problem-solving attitude and commitment to customer satisfaction.
  • Comfortable working within ticket systems and collaborating across teams.
  • Experience supporting Microsoft Teams Voice or cloud-based collaboration tools.

What We Offer:

· Commission opportunities

· Company pension

· Gym membership

· Regular company updates

· Supportive, high-performance team culture

· Job Type: Full-time

· Work Location: In person

Job Type: Full-time

Pay: £25,600.00-£28,500.00 per year

Work Location: In person

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