Second Line Technical Support Advisor

The 2nd Line Technical Support Advisor plays a critical role in maintaining high levels of customer satisfaction by delivering prompt, effective, and technically sound support for broadband, networking, and internet-related services. Acting as an escalation point for more complex technical issues that cannot be resolved at the 1st line, this role requires a strong foundation in networking technologies and the ability to troubleshoot across a wide range of systems, hardware, and services. The advisor will work closely with both customers and internal teams, ensuring that faults are diagnosed accurately, solutions are implemented efficiently, and service-impacting problems are escalated appropriately. The role also involves monitoring service quality, identifying recurring problems, and contributing to the ongoing improvement of support processes, documentation, and internal knowledge sharing. Beyond reactive support, the 2nd Line Advisor is expected to play a proactive role in maintaining service reliability by spotting early signs of service degradation or systemic issues, supporting internal training, and mentoring 1st line colleagues. This position is ideal for someone who combines strong technical acumen with excellent communication skills, thrives in a fast-paced environment, and is committed to delivering a high standard of customer service.

• Maintain accurate and detailed ticket records
• Investigate and resolve broadband, network and connectivity issues
• Provide feedback and training to 1st line technical support agents
• Contribute to the knowledge base by documenting common issues and identifying trends
• Escalate issues to your team leader
• Help develop internal training materials
• Follow up on unresolved cases ensuring issues are resolved and closed within SLA time

37.5 hours per week, these hours will be worked on a rota basis between the business hours of

• Monday – Friday 9.00am – 7.00pm
• Saturday 9.00am – 5.00pm
• Sunday 9.00am – 5.00pm

To meet the needs of the customer, you will need to be flexible with your working hours

• Proven experience in a 1st or 2nd line technical support role in a call centre environment
• Proficient with tools like, ping, traceroute and remote access software
• Proficiency in TCP/IP, DNS, DHCP, NAT, and routing basics
• Experience with CRM/ticketing systems (e.g., Zendesk, ServiceNow)
• Knowledge of common home and business networking gear
• Strong analytical and problem-solving skills

Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.

With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!

Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.

Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.