1St Line Support

1st Line Support (Hybrid 2 days home, 3 days office based)

Package: £25,000 - £27,000

Industry: Working for a market leading SaaS vendor

WHY: Further training and qualifications provided, progression expected in 12 - 24 months

• Do you have 12+ month experience in IT Support?
• Are you confident engaging with customers?
• Do you want to further your professional development?

The compare is a leading software vendor who provide solutions into financial services customers and have won numerous awards for being best in class. They are looking for their next IT Support professional to join an already well established customer support function. The business have been going from strength to strength experiencing 15-20% growth year on year and with new solutions coming to market this year it shows no sign of slowing down.

In this role you will be providing 1st Line technical support via telephone, e-mail and other channels to their customers with application, environmental and hardware issues. Making sure that customers have a simple downtime free experience with their SaaS solutions. They will support your development through ongoing training and qualifications as well as aim to progress you into a senior role within 12 - 24 months.

Most importantly you will need to be great with customers, have a calm and empathetic nature and have the ability to diagnose and rectify IT challenges. They are looking for somebody with 12+ months experience within a IT Support / Helpdesk role focused around Microsoft & Mac OS’s and PC hardware set-up and configuration.

Main Responsibilities: 1st Line Support

• Provide remote 1st Line Support via phone, e-mail, remote sessions and other channels.
• Supporting the rollout of new applications and existing application updates.
• Speaking with Customers and/or investigating, diagnosing and solving application, environmental and hardware problems.
• Maintain a log of any support activities, customer problems and resolutions for reference purposes.
• Creation of knowledge-base articles and FAQs for use both internally and externally.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Flag Technical escalations

Experienced Required: 1st Line Support

• 1+ years experience providing IT Technical Support
• Excellent telephone manner
• Strong working knowledge of Microsoft based operating systems with emphasis on Windows 10 & 11, Server Essentials and Server 2012 onwards to current versions.
• Basic understanding of Microsoft 365
• Experience of supporting Linux and Mac OS applications
• Understanding of PC hardware set-up and configuration
• Analytical and organised approach to problem solving
• Understanding of the importance of security and compliance standards
• Clear communication in both written and verbal English
• Ability to work on own initiative and as a team player
• MCP certification (desirable)
• Linux CompTIA and/or RHCE (desirable)