1st Line IT Support Analyst

Ukconnect; Farnborough; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Enhanced Pension

Free Parking

Café, Gym and Restaurant on-site

Death in Service (4x salary)

Job summary

UK Connect Ltd at Farnborough is seeking a 1st Line IT Support Analyst to be the first point of contact for technical customer support, monitoring incidents via ITSM, phone, email and live chat to help grow our services in construction and other sectors. You will engage with customers and stakeholders, diagnose issues, apply fixes or escalate, and ensure timely updates in line with SLA expectations.

Joining our Technical Operations team, you will enjoy a collaborative culture, ongoing training,

Qualifications

• Proven hands-on experience within a Service Desk.
• Understanding of Network topology and troubleshooting.

Responsibilities

• Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets.
• Achievement of SLA's: Respond within agreed service levels.
• Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure.
• Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation.
• User Account Processing: Creation, blocking, removal and alteration of user accounts and user access as part of the starter, leaver and role change process.
• Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
• Ad Hoc On-Site Support: Attend customer sites or events to provide technical services, for which ample training will be provided. Services include installations, decommissions, triage, representation and learning.

Skills

Customer service

Network troubleshooting

Tools

Cradlepoint

Ruckus

Job description

Salary: Up to £30k (dependent on candidate alignment to role requirements)

Company: UK Connect Ltd

Department: Technical Operations

Employment: Full Time, Permanent

Location: Office-based at UK Connect HQ, Farnborough

Reports To: NOC Manager

Role Summary

UK Connect seeks a 1st Line IT Support Analyst with prior experience as the initial point of contact for all technical customer support, to help enhance our growth within the Construction Sector and other targeted industries. You will be pivotal in the monitoring of incoming incidents via the ITSM system, phone, email, and live chat software. Our mission is to connect the disconnected, bridge the connectivity gap, and unlock the full potential of all those we support.

About UK Connect

UK Connect is the leading national provider of advanced wireless connectivity, IOT solutions and professional services. We are the market leader in the UK construction sector. We enable our customers to solve their most critical technology challenges, enabling IOT technologies and Digital Transformation. We remain dedicated to connecting the disconnected, utilising enterprise-grade wireless technologies such as 5G FWA, LEO Sat, and 5G Private Cellular Networks, to name a few.

Established in 2013 with a robust CAGR of 32%, UK Connect connects over 2,500 sites yearly to advanced wireless communications and IOT Solutions. We are a small but agile business of 55 people who passionately believe in our three core values: Collective Experts, Thinking Differently and Getting it Done.

About You

As an ambitious and dynamic individual, you possess a proven record in 1st Line Support within a NOC environment. You have an ability to engage stakeholders at all levels and understand how the Service Desk function contributes to the overall customer experience. You have a passion for all things IT and a dedication toward world-class customer service.

Key Responsibilities

• Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets.
• Achievement of SLA's: Respond within agreed service levels.
• Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure.
• Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation.
• User Account Processing: Creation, blocking, removal and alteration of user accounts and user access as part of the starter, leaver and role change process.
• Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
• Ad Hoc On-Site Support: Attend customer sites or events to provide technical services, for which ample training will be provided. Services include installations, decommissions, triage, representation and learning.

DesirableQualifications and Experience

Qualifications

• V endor specific qualifications (Cradlepoint, Ruckus & others).
  

Experience

• Proven hands-on experience within a Service Desk.
• Understanding of Network topology and troubleshooting.

Company Culture and Values

We have been a certified Great Place to Work for four years running and care about the communities we impact. We give a percentage of our profits each year to our charity, the Farr Foundation, which supports children in getting into STEM subjects. Last year, we supported over 15,000 children.

What's In It for You?

You can make a real difference to our business, knowing you are supported by a team of 55 across two offices. We are not like other businesses with shareholders to impress, or unrealistic objectives. At UK Connect, we take a long-term view of things, meaning our focus is on fully funded personal and professional development, helping you work to the best of your abilities.

• 25 days annual leave as standard, with options to increase to 35 days annual leave every year.
• Unique benefits points scheme giving access to lucrative offerings (cash vouchers, Merlin passes, National Trust passes, and more)
• Enhanced Pension.
• Enhanced Maternity/Paternity Leave.
• Death in Service (4x salary).
• Unique benefits points scheme giving access to lucrative offerings.
• Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work).
• Work within a company whose Executive Chairman has been recognised as One to Watch in The LDC Top 50 Most Ambitious Business Leaders Programme.
• Modern and progressive office space.
• Free Parking.
• Café, Gym and Restaurant on-site.
• Opportunity to work with a dynamic and innovative team.
• Chance to make a significant impact on the growth of a successful company.

Up to £30k (dependent on candidate alignment to role requirements)