IT & Service Desk

Technical Support / Helpdesk Agent

Permanent / 37.5h / £DOE

We're recruiting a Technical Support / Helpdesk Agent to provide outstanding Customer Service as part of the 1st/2nd line Software Support & IT Service Desk team.

Job Description

Do you want to make a big impact in a small amount of time? Are you a great team player with bags of self-motivation? If so, we want to hear from you!

Our team achieves breakthrough results for our clients. You will be expected to play your full part, right from the start. Previous telecommunications experience is not a necessity. Curiosity and a willingness to learn most certainly are!

If you are looking to take a step into a software development company where each day is different and challenging, then this role may be for you.

Your day to day responsibilities include:

  • Providing outstanding Customer Service as part of the 1st/2nd line Software Support & IT Service Desk team
  • Triaging and managing tickets raised into our Incident Management System (IMS), troubleshooting technical issues and ensuring relevant solutions are implemented within agreed SLA times.
  • Providing dedicated services to our biggest clients with a pro-active ‘can do’ mentality including (and not limited to) reporting, monitoring, documenting and updating clients on progress with their tickets.
  • Liaising with our International teams to report on issues and maintain the quality of our software globally
  • Assisting with hardware preparation, QC and logistics for delivering hardware to clients
  • Once deployed, supporting Customers with the deployment and management of devices in the field

We require you to have:

  • Fluent written & spoken English skills
  • Previous experience in a similar role
  • Good IT and problem-solving skills
  • Team player
  • Good communication and interpersonal skills
  • Applicant should already have legal right to work in the UK


  • Studying or completed a relevant degree (IT, telecoms, electronic engineering)
  • An interest or knowledge of telecoms, mobile networks
  • Passion for technology especially smartphones
  • Knowledge of any Geographic Information System


  • 25 days annual leave (plus public holidays)
  • Pension scheme
  • Annual performance bonus
  • Generous profit share scheme
  • EMI share scheme
  • Gym, showers and games room
  • Social club with regular events
  • Remote working an option
  • Career Development
  • Training opportunities
  • Charity and fund raising events
  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • On-site parking
  • Referral programme
  • Sick pay

About Metricell

We are a young and entrepreneurial software company based in Horsham, only 10 minutes’ walk from the train station. If you prefer to drive, we have onsite car parking at the premises too. We’ve been on the forefront of network connectivity for over ten years and our solutions are helping fixed line and mobile operators around the world to become Better Connected. We are immensely proud to have been awarded the 2020 Queen's Award for Enterprise. This award is recognition of how our crowdsourcing technology is helping customers around the world to measure and monitor network performance: from Wi-Fi hotspots to mobile coverage.

Metricell is headquartered in the UK but we have offices in the USA, Morocco, Malaysia, Russia and Spain. We supply our geospatial intelligence tools to enterprises, regulators, government bodies and network operators. Our innovative, market-leading network insight capabilities are in use by tens of thousands of personnel working for some of the world’s largest mobile network operators for the benefit of millions of their subscribers.

As well as being a local business, we take great effort to make sure our office space is the best it can be, with a gym, canteen and social space. We organise many charity events throughout the year, and we love the chance to raise money for good causes in our area.

You can find out more about us here or on our careers page.

Work Remotely:


Job Types:

Full-time, Permanent

Additional Pay:

Performance bonus


Monday to Friday

If this job description doesn’t sound like a good fit but you’d still like to work for us, then feel free to send in your CV and we’ll be in touch.

Are you the ‘Technical Support Agent’ that we are looking for? If so, please apply by emailing with your CV!

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No current vacancies in the selected department

You can still send your CV to for consideration!