1st Line Support/First Line Technical Support - Windsor
Posted on Nov 24, 2022 by Reed Technology
1st Line Support/First Line Technical Support
Location: Windsor - on site role initially with potential of hybrid working longer term.
An exciting opportunity to join a market leader who provide entertainment, technology, satellite and control systems/services.
This is great chance to join a small but busy IT Team provide first line level support to their customers. The team is responsible for the support, troubleshooting, maintenance, testing, building and documenting IT & AV Systems.
This role is a 1st Line Technical Support position consists of managing ticket flow, establishing priority, technical escalations and advocating for quality and accuracy in the ticket flow of the department as a whole. You will be the point of contact for the Support Department and as a result, a focus on consistently high-quality communications is key.
Alongside this you will work on supporting customers and then resolving technical issues.
This is an entry level position within the company with considerable room for advancement. The exposure to a wide range of technical disciplines, technologies and all aspects of our support responsibilities means that the progression of your skill set and experience with different areas of IT and AV support will be accelerated. As you develop in the role, a training plan based on your own ambitions, areas of interest and the areas the company wishes to focus on will lead to you fast becoming a functional expert in your chosen IT/AV specialty.
Key Skills/Experience and Responsibilities
- Ticket-flow management and escalation per defined procedures.
- Assisting clients with software and hardware issues.
- Performing scheduled server maintenance tasks.
- Assisting with software implementation and systems configuration.
- Providing issue resolution for desktop, server, data, telecommunications, satellite, and A/V systems.
- Testing and performing system upgrades to maintain maximum system reliability.
- Writing and maintaining documentation including technical reports, site information spreadsheets, user guides, etc.
- Performing other duties as assigned by management
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