Support Technician

About us

aql is a fast-paced, rapidly growing and award-winning wholesale telecommunications and data centre company based in Leeds city centre. We provide services to many UK telecommunications operators and to thousands of large retail, government and other high-profile organisations.

We are looking to strengthen our Support team and have a vacancy for a Support Technician, whose role will encompass both first line customer support and number porting.

You’ll be based in our unique Leeds city centre office, where you will be trained, developed and learn more about our diverse product range and how we can support our customers with excellence. You will work across a variety of technologies within the IT infrastructure and telecoms space.

The Role

First line support responsibilities

  • Providing first line support to aql’s varied customer base
  • Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels
  • Effective incident ticket queue management and ownership of logged incident tickets
  • Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data and WIFI & Leased Line platforms
  • Managing and responding to automated internal alerts
  • Upkeep of internal IT documentation

Porting responsibilities

  • Scheduling and coordination of number portings with customers and other carriers within agreed SLAs
  • Verifying the porting requirement raised by customers for various products
  • Initiating porting requests with carriers, regularly following up re progress and finalising porting dates
  • Notifying customers regarding scheduling of their number porting requests
  • Porting rejection management in coordination with customers and other carriers
  • Coordinating with various internal teams in line with requirements
  • Reacting to escalations as per business priority
  • Attending regular calls with customers as applicable


  • Have a genuine passion for providing excellent customer service
  • Have experience of working in a first line support team and understand the demands
  • Always take a task to its completion
  • Are able to work efficiently on your own, or as a supportive team member
  • Have experience of working to tight and moving deadlines
  • Have experience with Unix/Linux systems, VoIP (SIP, Asterisk), hardware configuration knowledge OR MySQL and PHP (desirable)


Convenient location in South Bank, a five-minute walk from the station
On-site gym
Cycle to work and Childcare Vouchers
Free fruit every Monday and Wednesday
Free payday company breakfast
Healthcare cash plan
Employee Assistance Programme
Free access to events held at Salem Chapel
Corporate MCard annual pass scheme