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Form of work
SalaryOur client is a growing IT, telecoms and cyber security company based in Broxbourne. We are working with them to grow their team in order that they can ensure a fantastic service for their growing client base. They provide a range of services to a large number of SMEs.
They are currently looking to strengthen our support team and are looking for bright and ambitious people to join in 1st Line support roles.
It is an opportunity for someone with excellent people skills to develop their skills in a wide-range of IT technologies in an enjoyable and exciting working environment.
Technical skills can be learned and developed, and an excellent attitude to customer service and a job well done is essential.
Hours: Full time, 40 hours per week. Working to shift patterns within 8am - 8pm window, Monday - Friday.
1st Line Salary: £22,500 to £25,000, depending on skills and experience
1st Line Job Summary
Provide technical assistance to the company’s customers across a range of desktop and server computing as well as cloud services, networking, telephony and Internet connectivity services. The 1st Line Support is the first point of contact on the help desk, handling inbound calls and emails as well as working on technical solutions to service tickets raised.
Key responsibilities
- Provide technical assistance to the client base on a variety of issues
- Escalate tickets to the 2nd and 3rd teams where appropriate
- Handle inbound and outbound calls in a polite and professional manner Respond to clients within set response times
- Communicate with clients in over the phone and by email
- Record all time and notes within our ticket management system
Essential skills
- Hard-working and willingness to learn
- Excellent customer relations and communications skills, both written and verbal
- Strong organisation skills
- A general understanding of desktop operating systems including Windows 7, Windows 10 and
- MacOS
- An awareness of Office 365 (Exchange Online and collaboration tools such as SharePoint and Microsoft Teams)
- An understanding of basic network concepts; IP, LAN/WAN, DHCP, DNS, Wi-Fi, VPN A good working knowledge of computer architecture
- Experience with common productivity applications, Microsoft Office etc.
Non-essential skills but advantageous
- Windows Server operating systems e.g. Windows Server 2008, 2012, 2016, 2019 (including Small
- Business Server) Active Directory DNS
- DHCP
- File permissions
- Group policy
- An understanding of remote backup technologies
- Experience with telephony including SIP, VoIP and hosted PBX solutions
- Knowledge of typical line-of-business applications e.g Sage
This position is a great opportunity for the right person, so please apply today.
Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy. Only candidates who are shortlisted will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in.
