About Audiebant Limited
Audiebant Limited is the UK's leading provider of audio and visual communication solutions, specialising in Mass Communication Zoned solutions for critical incidents, lockdowns, and everyday communication. With over 30 years of expertise, we serve the Education, NHS, Corporate and Local Government sectors, offering market-leading software and systems for public sector communications.
We are currently seeking a motivated and experienced 1st Line Technical Support Engineer to join our dynamic IT team in Kirkham, Lancashire. This role is office based, and essential to supporting our clients, resellers and distributors with bespoke software solutions while contributing to the ongoing growth and success of the business.
About the Role
As a Level 1 Technical Support Engineer you are the first point of contact for customers, installers and partners who need help with our systems. You will log, triage and resolve incoming support requests, handle straightforward technical issues end-to-end, and escalate more complex problems to our second-line and engineering teams. A significant part of the role is telephone communication, both inbound and outbound — taking incoming calls and proactively calling customers to progress tickets, gather information, walk them through fixes and follow up on open issues. Working from our Kirkham office, you will help keep customers' communication systems running reliably and ensure every request is handled promptly and professionally.
Because our systems are relied upon in genuine emergencies, this can be a high-pressure, fast-paced environment. You will need to stay calm, focused and methodical when incidents are urgent and customers are anxious for a resolution.
Key Responsibilities
- Own the first response — act as the initial point of contact for customer queries received by phone, email and through our helpdesk portal, ensuring every ticket is acknowledged promptly, and i9n line with our SLA policies.
- Handle calls, inbound and outbound — take incoming customer calls and proactively phone customers to progress and resolve tickets, gather diagnostic detail, talk them through fixes and follow up on open issues; confident, frequent telephone contact is a core part of the day.
- Log and triage — accurately record, categorise and prioritise incidents and service requests in our helpdesk system (Zoho Desk), capturing the detail needed for a quick resolution.
- Troubleshoot — diagnose and resolve first-line hardware, software, network and configuration issues across our audio, screen, mobile and outdoor communication products.
- Guide customers — walk users through setup, configuration and everyday use of the platform, providing clear, jargon-free instructions remotely.
- Escalate effectively — identify issues that need second-line or engineering input and hand them over with full, well-documented context.
- Meet SLAs — manage your ticket queue to agreed response and resolution targets, keeping customers updated throughout.
- Support deployments — assist with remote testing, system checks and post-installation configuration alongside the field and projects teams.
- Maintain knowledge — create and update knowledge-base articles, FAQs and internal notes so common issues can be resolved faster.
- Champion the customer — recognise recurring problems and feed insight back to the wider team to improve products and processes.
Skills & Experience
Essential
- A genuine interest in technology and a natural problem-solving mindset.
- Excellent communication skills — able to explain technical concepts clearly and patiently to non-technical users.
- A confident, professional telephone manner and genuine willingness to spend much of the day on calls, both inbound and outbound.
- Strong initiative and a self-starting attitude — we don't have a set process for everything, so you must be comfortable troubleshooting from first principles, researching and teaching yourself, and finding answers independently.
- The composure to stay calm, empathetic and methodical in a high-pressure, time-critical environment.
- Good working knowledge of Windows, common networking concepts (IP, DNS, connectivity basics) and general IT troubleshooting.
- Well organised, with the ability to prioritise and manage multiple tickets at once.
- A team player who is reliable, accountable and keen to learn.
- Right to work in the UK and able to work on-site in Kirkham full-time.
Desirable
- Previous experience in a technical support, service desk or helpdesk role.
- Familiarity with helpdesk / ticketing tools (e.g. Zoho Desk) and remote-support software.
- Good working knowledge of the Linux command line — comfortable navigating the filesystem, checking logs, running diagnostics and using common commands to troubleshoot systems.
- Exposure to audio-visual, PA/voice-alarm, CCTV, access-control or networked hardware systems.
Personal Attributes
- Customer-focused, patient, and professional
- Calm under pressure with a problem-solving mindset
- Reliable, punctual, and well-organised
- Eager to learn and take ownership of tasks
- Team-oriented with a positive and proactive attitude
Why Join Audiebant?
- Work with cutting-edge technology and specialist hardware
- Gain hands-on experience with Linux systems and audio technology
- Be part of a supportive, knowledgeable IT team
- Structured training and development opportunities
- A role with genuine career progression in technical support and IT
Ready to Join Us?
If you are passionate about IT support and eager to make an impact in an innovative company, we would love to hear from you. Take the next step in your career with Audiebant Limited today!
Apply now and become part of a forward-thinking team that’s shaping the future of communication solutions for the public sector.
Job Types: Full-time, Permanent
Pay: From £24,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
- Preston PR4 2SH: reliably commute or plan to relocate before starting work (required)
Experience:
- Technical support: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
