1st Line Support Technician

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An excellent opportunity is now available to join a well-established IT services company based in Sheffield in order to assist with the support of its growing customer base across the UK.

This company is a leading provider of IT and Audio Visual hardware, support and services to both the education and business sectors. Due to continued expansion, they now have an exciting opening for an enthusiastic and skilled first line support desk technician to join their team.

Working as the first port of call for their remote support customers and alongside their external support technicians at various client sites around the UK, you will provide an initial contact point to all customers and ensure that all support calls received by the support desk are either engaged on or escalated as appropriate and all customer service expectations are met and delivered in a courteous and professional manner.

You will be involved in a wide variety of tasks in a very 'hands on' role undertaking daily tasks such as:

- Receiving and logging incidents into the company support desk systems, ensuring that all required information is collected from the customer in order to prioritise incidents effectively.

- Assessing and assigning priorities to tickets and ensuring that all issues are escalated in line with company policy in a timely manner.

- Process and monitor issues, liaising with both internal and external parties in order to successfully resolve and close the issue.

- Supporting their external technicians at client sites in order to provide support on hardware and software related issues.

- Actively monitoring and supporting customer's computer networks and a wide range of network and non-networked devices.

As a requirement of the role, you will also need to:-

- Remain committed to adhering to the Company's internal policies, procedures and processes.

- Remain committed to personal development and completing vendor certification tracks as required by the Company.

- Remain committed to the Company's goals and values and take an active role in the delivery of these.

Due to the nature of this client facing role, the ideal candidate will be motivated, enthusiastic, hardworking and willing to learn. Strong communication skills and the ability to receive and make a large number of calls is a pre-requisite for this role. They must also be well presented, professional, and well organised. Applications will be accepted from candidates with a minimum of 2 years relevant support experience in a similar role.