1st Line Support Technician

Simply Recruiting Ltd; Midsomer Norton; On-site; GBP 20,000 - 30,000; Full time

Job summary

A recruitment agency is seeking a 1st Line Support Technician for a permanent position in Midsomer Norton. In this role, you will provide first-line support for a range of software and hardware products, manage customer queries, and contribute to team learning through a shared knowledge base. Candidates should have a passion for IT, strong team working, and communication skills, with a commitment to delivering a high standard of customer service.

Benefits

Yearly bonus

Casual dress

Company pension

Cycle to work scheme

Free parking

On-site parking

No weekends

Career progression

Qualifications

• Previous experience in a similar role would be advantageous.
• Strong passion for IT and willingness to build a career.
• Ability to maintain a high level of customer service.

Responsibilities

• Act as first-line support, logging and scoping queries.
• Maintain accurate records in the support ticketing system.
• Proactively manage the support queue and provide timely updates.
• Identify root causes of support issues and resolve them.
• Contribute to the company's internal knowledge base.

Skills

Team-working skills

Communication skills

Diagnostic skills

Job description

Simple Recruitment are looking for an 1st Line Support Technician for a permanent opportunity with our client in Midsomer Norton

Benefits

• Yearly bonus
• Casual dress
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• No weekends
• Career progression

The Job

Supporting customers by responding to usage and technical enquiries, providing system training, and ensuring a high-quality support experience across a wide range of software and hardware products.

Responsibilities

• Acting as first-line support/dispatch, answering the support line, logging and scoping queries, and resolving issues where possible.
• Creating and maintaining accurate records in our support ticketing system to ensure clear customer history and meaningful management data.
• Proactively managing your support queue, providing timely updates to customers, and taking ownership of issues through to resolution.
• Developing strong diagnostic skills and the ability to test systems for faults and inconsistencies.
• Identifying root causes of support issues and resolving them efficiently, escalating more complex issues as appropriate.
• Helping to build and maintain online training materials for customers, ensuring they can make full use of our systems.
• Learning how to install and support our software remotely on customer sites and within AWS-hosted environments.
• Providing support to colleagues across the Customer Support, Sales, and Customer Care teams to share knowledge and improve service delivery.
• Contributing to and updating the company’s internal knowledge base to support team-wide learning and continuous improvement.
• Maintaining high standards of quality in every aspect of your work, and consistently following formalised company procedures.
• Communicating clearly and professionally with customers, using tact, patience, and diplomacy, especially in challenging scenarios.
• Anything as required by the business.

Who are we looking for?

Previous experience in a similar role would be advantageous, but you will have a clear passion for IT and be looking to build your career in this area. You will have strong team‑working and communication skills, and be able to embrace a company culture based on honesty and respect. A professional approach and maintaining a high level of customer service is key.

Our brief: Simple Recruitment are acting as an employment agency on behalf of our client, based in Midsomer Norton, who are seeking a 1st Line Support Technician to join their team on a permanent basis.

Alternatively, please call Miriam
at our Wiltshire team