1st Line Support Technician

TN United Kingdom; Fleet; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a 1st Line Support Technician to join their dynamic team. This role involves providing exceptional customer service and technical support across various systems. You will diagnose issues remotely and occasionally visit client sites to ensure their needs are met. With a focus on communication and problem-solving, you will play a crucial role in maintaining client satisfaction. This position offers a blend of remote work initially, transitioning to office-based support, making it perfect for tech enthusiasts eager to grow in an engaging environment.

Benefits

25 days holiday + bank holidays

Pension Scheme

Assistance with professional certifications

Qualifications

• Excellent customer service and communication skills are essential.
• Sound troubleshooting approach and testing skills required.

Responsibilities

• Responding to support calls within SLA and providing friendly service.
• Documenting knowledge articles and resolving client issues.

Skills

Customer Service Skills

Windows 7/8/10 Support

Mac OSX Support

Troubleshooting Skills

Windows Server OS Knowledge

Virtualization Knowledge

Office 365 Knowledge

VoIP Understanding

Tools

Support Tools & Portals

Job description

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1st Line Support Technician required. Our client is an outsourced IT management company based in Fleet with clients all over the UK. They supply all aspects from VOIP, Internet and Servers. They span across on premise servers to public and private cloud.

The successful candidate will be dealing with tickets from our service desk as well as potentially attending customer sites for adhoc work. Customer services skills are essential as well as excellent knowledge of systems, both hardware, server and workstation OS. The role will be starting off remote and then you will be based in the office in Camberley in September.

Position Overview

• Responding to new & existing support calls within SLA
• Providing an efficient & friendly support service across an array of different systems for clients
• Remotely diagnose and gather pertinent information in a timely manner using a range of support tools & portals
• Visiting clients on site to assist in supporting customer needs
• Managing client expectations through excellent communication from start to finish
• Documenting knowledge articles and customer information in the company knowledge
• Resolving issues clients may have

Position Requirements

• Excellent customer service and communication skills
• Excellent telephone manner
• Desktop support of windows 7/8/10 & Mac OSX
• Sound troubleshooting approach & testing skills
• Good understanding of Windows Server Operating Systems
• Policy & Server roles
• Good understanding of terminal servers and server farms
• Good knowledge of virtualisation & Office 365
• Exposure to hosted telephony management & understanding of VoIP and Hosted PBC solutions

Position Remuneration

• 25 days holiday + bank holidays
• Pension Scheme
• Assistance with professional certifications