1st Line Support Technician

ScS; Sunderland; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits for a passionate 1st Line Support Technician to join a dynamic IT team in a leading UK company. This role is vital for providing top-notch technical support to employees, ensuring smooth operations and user satisfaction. You will engage with various IT tasks, from managing support tickets to assisting users with applications. Join a forward-thinking organization that values your ideas and fosters professional growth. With a commitment to inclusivity and employee well-being, this position offers numerous benefits and career progression opportunities. If you're ready to make a difference, this role is for you!

Benefits

33 Days Holidays

Employee Benefits Platform

Colleague Discount

Career Progression

Enhanced Maternity Leave

Employee Assistance Programme

Medicash Health Plans

Virtual GP Access

Pension Scheme

Cycle to Work Scheme

Qualifications

• Experience in a similar IT support role is essential.
• Knowledge of hardware and software troubleshooting.

Responsibilities

• Provide 1st line technical support to all employees.
• Monitor and manage IT support tickets and escalate issues.

Skills

Problem Solving

Customer Relationship Management

Microsoft Windows 10

Active Directory (AD) Administration

General IT Hardware Knowledge

Strong Communication Skills

Education

Experience in IT Support

Tools

Microsoft Terminal Services

IP Telephony (Mitel)

Networking TCP/IP

Anti-Virus Software

Job description

We have an exciting opportunity available for an experienced 1st Line Support Technician to join our IT team. This is an extremely important role which provides 1st line technical support to all ScS Employees for all IT related enquiries. The opportunity will allow you to join an experienced IT team who will help you develop and grow within the role. You will get the chance to work in an environment where your ideas matter.

What does the role involve?

• Review and monitor all faults / tasks that arrive through the IT Support ticketing system and log tickets for calls received by telephone.
• Ensure tickets are responded to, updated and allocated to appropriate team members as necessary within SLA’s.
• Provide 1st line support and handle escalation to other team members and where appropriate to the IT Support Manager or Head of IT.
• Supporting users with applications inc Business Central and retail users with Retail Power App queries and issues.
• Manage calls escalated through 3rd parties.
• Ensure that users are provided with initial call reference information, followed by full and regular ticket status updates.
• Continually monitor and assess internal procedures, proposing improvements whenever relevant.
• Ensure that user surveys are promoted and that users are encouraged to complete these; to provide ongoing feedback on user satisfaction and IT process improvement.
• Creation & maintenance of user ID’s in accordance with IT and HR policy.
• Perform the tasks set out in the system daily checks procedure and escalate any abnormalities to 3rd parties and the IT Support Manager / Head of IT.
• Ensure appropriate lines of communication are maintained with relevant parties in line with the needs of the business.
• Maintain systems for the effective control of stock within the Department to ensure monitoring of stock levels takes place, ensuring a ready supply of IT consumables.
• Obtain all required quotes whilst ensuring best price / quality balance, and arrange purchase orders and deliveries.
• Ensure all equipment is ready and available for branch / warehouse openings and ready supply of spare peripherals; mice, keyboards, phones, cables etc.
• Preparation of new and used PC’s to standard build specifications.
• Ensure that all assets are recorded into the database and the information is a true reflection of IT assets within the Company.

Who are we looking for?

• Someone with a passion for technology
• A proactive approach to customer relationships
• Strong problem solving skills
• Experience within a similar role
• Experience using Microsoft Windows 10
• Knowledge of Active Directory (AD) user administration.
• General IT Hardware, laptops, tablets, printers, scanners, mobile phones, iOS & Android
• Strong communication skills

Desirable knowledge:

• Microsoft Terminal Services & Thin Client
• IP telephony, ideally Mitel.
• Networking TCP/IP
• Anti-Virus
• PC hardware build and refurbishment
• PC standard image build and imaging

What's in it for you?

• 33 days holidays including bank holidays
• Employee benefits platform – access to 100s of high street discounts and more – holiday discounts, gym discounts, cinema discounts, e-vouchers, cashback and more!
• Colleague Discount
• Career progression
• Long service awards
• Enhanced Maternity, Paternity and Adoption Leave
• Access to our dedicated Employee Assistance Programme – to give you free access to advice and information on a range of topics
• Medicash – low cost health plans
• Virtual GP – Access to a GP service 24/7
• Salary finance scheme
• Pension Scheme
• Death in Service
• Life assurance
• Cycle to Work scheme
• Refer a friend scheme

About ScS

We are one of the UK’s leading sofa specialists, and you can find us on numerous retail parks all over the country. We have over 100 retail stores, serviced by 9 distribution centres, a Digital Hub based in Coventry and a support centre based in Sunderland. For over a century, ScS has been providing customers with an excellent customer experience, selling beautiful products with outstanding value, quality and choice. Our primary product focus helping customers to create the home they’ll love and that’s where you come in. At ScS, we are committed to fostering an inclusive and equitable workplace where everyone feels valued and respected. We believe that diversity in our workforce strengthens our company, sparks innovation, and drives success. We welcome applications from individuals of all backgrounds, including but not limited to race, ethnicity, gender, age, religion, disability, sexual orientation, and veteran status.

Our hiring process

• Stage 1: Applied
• Stage 2: Review
• Stage 3: Interview
• Stage 4: Hired