3x 1st Line Support Specialists - Systems Integrator

Hamilton Barnes Associates Limited; Greater Manchester; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

A leading company is seeking a First Line Support Specialist for their 24/7 support team. The role requires strong customer service skills, service desk experience, and offers opportunities for career progression to 2nd and 3rd line support. Initially based in Manchester, you'll transition to fully remote work after training, with a competitive salary and shift allowance.

Benefits

Clear progression opportunities

Overtime opportunities

Training opportunities from day one

Qualifications

• Strong customer service skills are essential.
• Experience with ticketing systems is crucial.
• Willing to work nights and weekends.

Responsibilities

• Provide 1st line technical support and triage issues.
• Monitor alarms and alerts for systems like PRTG and Solarwinds.
• Handle tasks such as user management and take ownership of tasks.

Skills

Customer Service

Service Desk Experience

SC Clearance Eligibility

Tools

Ticketing Systems (Remedy, ServiceNow, Salesforce)

Job description

We are looking for a First Line Support Specialist to join our client's growing 24/7 support team. This role will involve working on a 12-week rotating shift pattern and will require strong customer service and service desk experience.

The ideal candidate should be ready to work nights and weekends and eager to grow their technical skillset. You'll begin with 3 months based in their Manchester office before transitioning to fully remote work during shifts.

This role offers clear progression opportunities to advance into 2nd and 3rd line support, with comprehensive training and support provided. After completing an initial 3-month training period in Manchester, you'll have the opportunity to work remotely.

The position also features a 24/7 rotating shift pattern, providing both flexibility and variety in your work schedule.

If you are interested inthis opportunity, we encourage you to apply!

Responsibilities:

• Provide 1st line technical support, triaging issues, and escalating as needed.
• Monitor and manage alarms and alerts within systems like PRTG and Solarwinds for Avaya applications.
• Handle tasks like adding/removing users and working with systems such as Avaya and Netsapiens.
• Develop an understanding of the portfolio of systems and take ownership of tasks within the first 3 months.
• Work within a 24/7 rotating shift schedule, including nights and weekends.

Skills/Must-Have:

• Strong customer service skills.
• Service desk experience with ticketing systems like Remedy, ServiceNow, or Salesforce
• Willingness and ability to work nights and weekends on a rotating shift pattern.
• SC clearance eligibility (NPPV3) for working with sensitive government systems.

Nice to have:

• Experience with Salesforce, SIP/VOIP trunking, or infrastructure like Veeam backups and VMware.
• Candidates from Fujitsu or similar service desks are highly desirable.

Location:

• First 3 months in Manchester office, 9am–5pm, 3 days a week (ideally 5). After training, fully remote shift work.

Salary & Benefits:

• Up to £30,000 base salary + £3.1k shift allowance.
• Clear progression to 2nd and 3rd line support after 1 year.
• Overtime and training opportunities from day one.