1st Line IT Support
Posted on Jun 11, 2019 by CV-Library
The hours you shall be working within this role are 6am – 11pm Monday to Sunday based on shifts of 12 hours, 4 days on and 4 days off. On the 3rd week of your rota (once a month) you will do 2 night and 2 days
Job Type / Category
As the 1st line of response, It is your responsibility to ensure:
That calls are answered within the KPIs. Issues are logged both by email and telephone, and B2B for all customers.
You will need to follow the basic processes and diagnostics (1st fixes) to establish the exact problem on site and where possible take call to resolution within agreed SLAs.
You will be responsible for escalating issues according to the escalation process and ensuring the right people are aware of any issues that need attention.
You will be expected to Log & update all calls on both the companies call management system and in some cases certain third party systems.
You are expected to provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes. This includes providing Technical support for both the internal engineers and third party engineers on site and escalating to 2nd Line when necessary.
You will be required to assist with the Implementation of new software, hardware releases and adhoc rollouts as part of a team, ensuring that procedures are followed and installations double checked at all times.
Required Education, Skills and Qualifications
To apply for this role it will be ideal to possess basic understanding of the below:
• Windows Operating System ranging from 2000 – Windows 7
• Microsoft office
• Remote Connections
Table tennis, a pool table and relaxed break-out area along with eye care vouchers, free flu vaccinations, on-site parking, shower and free coffee machines are all part of the corporate life here at my clients HQ.
My client regularly hold social events to bring their teams together and collaborate, this includes charity events, cake-sales and 'Hackathons'.
Most importantly your personal development is key to your career success. Whether you wish to undertake further training, attend formal education or gain membership to a professional organisation my client will support you along the way.
They actively recruit from within, so you’ll have the opportunity to grow within the role up to 2nd & 3rd Line support and to progress further in other areas of the business
£13 - £15 Hourly
£0 - £22k Annual
£18k - £26k Annual
£20k - £21.5k Annual