IT Support (1st Line)

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IT Support (1st Line)

  • Location: Kettering
  • Salary: £20.000 - £23.000 per annum per year
  • Job Type:Permanent

Posted over 2 years ago

1st Line IT Support


A global IT Consultancy and Service provider is seeking 1st Line Support Technicians.


You will be at the forefront to support businesses mobilise their workforce by providing IT support. As part of this role, you will handle First Line customer queries via phone, email, tickets and in person. You will additionally work closely with the 2nd Line and 3rd Line Teams to escalate tickets.


With plenty of opportunities for progression, the business will provide in-depth training to ensure you are able to provide excellent customer service. The business will support you in attaining recognised certifications by major vendors such as Microsoft.


The company is keen to recruit an individual who will contribute innovative concepts as well as the ability to identify gaps in their service provision. Working with customers ranging from FTSE 100 companies to smaller enterprises, the firm is results driven to sustain their market-leading position.



Your Responsibilities:


* Provide first line support for any information technology issues and problems
* Assist users via phone, face-to-face, email and/or using a ticket management system
* Record all tickets (service requests, incidents, problems, alerts) within a call logging system
* Track issues to resolution
* Support computers, laptops, tablets, switches, smart phones and applications
* Maintain user accounts including rights, permissions and system groups
* Escalate problems as required to Tier 2 and Tier 3 support teams
* Perform trend analysis to assist with Problem identification
* Act as a liaison between customers and technical escalation teams.
* Liaise with external vendors and third parties to assist with Incident and TPM resolution.
* Assist with the creation of Customer Service Review documentation.
* Perform Ad-hoc administrative tasks as directed by the Service Desk Lead.
* Assist with Out of Hours and weekend work as and when required.
* Take part in a On-Call rota to ensure customers are supported 24x7 Skills & Experience

The Ideal Candidate:


* Proven track record with customer service skills
* Exceptional communication skills, both verbal and written
* Experience in software, hardware and applications
* Knowledge of Operating Systems and iOS/Android devices
* Proven problem-solving skills with the ability to identify root cause
* Possess the ability to work under pressure in a fast-moving environment
* Good understanding of principles of ITIL Framework Skills & Experience (Advantageous)
* Use of Citrix CCA & Microsoft MCP and MS Office
* Previous IT related experience
* Knowledge of troubleshooting end users' issues