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1st Line Technical Support



£18000 - £23000/annum

Rayleigh, Essex


Permanent | Full Time




Job Description - 1st Line Support Technician

The role

To deliver a high level of customer service and high-quality technical support within an SLA driven environment. To be well organised, self-motivated, punctual and flexible in your approach to work and to prioritise a variable workload and know when to escalate a problem appropriately. You will be required to communicate effectively with users at all levels.

As part of the team you will have the opportunity to help improve the Company’s systems, procedures and knowledge base by contributing and collaborating.

Duties and responsibilities:

* Diagnosing and resolving desktop/laptop and telephone hardware and software issues

* Delivering an excellent level of customer service

* Logging calls and accurately recording relevant customer data and information and ensuring this is updated and maintained with any progress

* Providing support and assistance to the Director when requested

* Performing basic administrative support duties, as required

* Diagnosing and resolving technical issues on your own and as part of a team

* Provide support to users via telephone, email and remote control

* Answering calls with a confident, clear and professional telephone manner

* Liaising with 3rd parties and suppliers

* Following processes and procedures

Skills & Knowledge:

* 1st Line Support experience preferable

* Strong knowledge of Windows 7, 8 and 10

* Good knowledge of Microsoft Office products including 365

* Understanding of TCP/IP, DNS, DHCP, Active Directory, Microsoft Exchange (Apply online only) and Windows Server 2012 and 2016 preferable

* Knowledge of routers, firewall and basic networking would be an advantage

* Knowledge of Avaya IP Office would be an advantage

* Knowledge of Apple iOS and Android

* A strong interest in technology and IT troubleshooting - keeping up to date with current industry trends, emerging technologies and best practices

* Excellent written and verbal communication skills

* Educated to GCSE Level or equivalent

* Excellent proven customer service skills

* Good organisational skills

* The ability to use initiative when appropriate

* A desire to be part of a team and achieve team goals

* To continually look to improve overall team/company performance

* Strong time management skills