First Line Tech Support
Posted on Jan 24, 2019 by Anonymous
Our client has sustainable growth plans and are ready to recruit new consultants ready to join the growing team. Our client has doubled in size the last two years and with further investment they are ready to go again.
Their highly skilled and knowledgeable staff are developed and retained through solid career paths and as they continue to grow, their values ensure that our people remain at the heart of the business.
The ideal candidate must be a team player who can slot into their small team and work across all departments. They are all about their values and i've to develop all their employees, so if youre committed to progressing, we want to hear from you!
The 1st line tech support is to be customer focused individuals who aret averse to a good process but also able to think outside that box too.
About the role
Reporting directly to their Operations Manager. Theres just some of the stuff you might be working on:
" Taking support calls over the phone, accurately recording the problem in detail and providing first-line resolution
" Taking ownership and analysing incoming support tickets, communicating with the re seller and working towards a resolution
" Escalating to 2nd line support (if necessary) and providing accurate and detailed description of the problem
" Ensuring that problems are resolved within stated Service Level Agreement targets
" Participating in continuous service improvement activities, assisting with root cause analysis
What essential things do we need you to have?
" Previous first line support experience, with a strong ethos for going the extra mile
" Demonstrable skills in email, networking, internet and related technologies
" A particularly strong understanding of email technologies is essential as hosted mail is our core business
" Deep understanding of Outlook configuration, SMTP settings and related DNS records.
" Understanding of operating systems (primarily Windows) and core networking principles will give a good foundation for this role.
Our client are building a great cultured office, whether or not that a game of pool or air hockey in their chill out area. They offer a competitive salary with added employee benefits, development opportunities, and recognition for hard work.
If you are keen to hear more or wish to go forward for this excellent opportunity, please contact Katy Harland at Brook Street and send me your CV