Technical Support Agent / 1st Line Support

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Job Title: Remote Support AgentLocation: Burton on TrentSalary: £18,500 - £20,000 per annumJob Type: Full Time, PermanentInspired offers an expanding portfolio of content, technology, hardware and services for regulated gaming, betting, lottery, social and leisure operators across retail and mobile channels around the world.We operate in approximately 35 jurisdictions worldwide, supplying gaming systems with associated terminals and content for more than 50,000 gaming machines located in betting shops, pubs, gaming halls and other route operationsAbout the role: Based at our office in Burton on Trent, the Support Agent role is an excellent opportunity to join a leading global company that offers huge progression potential and self-development opportunities.Responsibilities of the Support Agent role are fully trained on entry and include the efficient diagnosing and fix implementation of customer incidents against a service agreement. As well as effective progression of service requests, both from within the Operation and the external customer base.The ability to work on own initiative to progress workload priorities and identify fault patterns are key to the role - along with a strong team ethic and sense of self-motivation.Key Duties: Maintaining a basic understanding of the Inspired product base to allow for efficient diagnosis and fix implementation of service incidentsFollowing diagnostic scripts to efficiently progress service incidents in accordance with customer service agreementsAdhering to a daily work allocation to progress service incident prioritiesUsing own initiative to identify fault trends and escalate as appropriateMaintaining a close understanding of agreed Customer Service Level Agreements (SLA)Working closely with the 2nd Line Support team to ensure a consistent approach to incident progression and resolutionAbout you: Flexibility with working hours (8 hour shifts between 08:00 - 22:00)Basic familiarity with ITAbility to prioritise tasksStrong organisational abilityAbility to work in a pressurised environmentStrong problem solving / trouble shooting skillsSelf-motivatedStrong team playerGood sense of humourApply now for a chance to work with a company that's culture and core principles reflect why Inspired is Essential Entertainment.Candidates with the relevant experience or job titles of; Helpdesk Assistant, IT Service Desk Technician, Customer Support, Junior Support Technician, 1st Line Support, 1st Line Helpdesk Engineer, Client Support Assistant, System Support may also be considered for this role.