1st Line IT Support Technician

This job has now expired please search on the home page to find live IT Jobs.

IT Support / 1st Line / Software Support / ITIL / Permanent / Sutton Coldfield

Award winning and market leading Software Company in Sutton Coldfield is looking for a passionate 1st Line IT Support Technician to join their growing IT team. This is initially a 12 month FTC.

Working in the IT Support department and remotely the 1st Line IT Support Technician will provide high quality first point of contact customer support for end users of their clients' bespoke software.

Key Responsibilities:

*Provide 1st line contact technical support to customers and third party contractors

*Maintain high standards of customer service via email, telephone and live chat

*Record detailed and accurate notes within the internal ticketing system

*Categorise, prioritise and investigate issues - escalating only when required

*Provide administrative support where required

*Tracking of calls and keeping customers informed of the status of their queries

*Shadow customer sessions for customer one-to-one training

*Respond quickly and professionally to all queries and issues

Key Skills and Experience:

*Proven software support background or experience of working within a busy call centre environment.

*The ability to trouble shoot, think laterally and question the situation before escalating the issue.

*Passion for providing a top quality service to customers, building rapport and trust.

*Able to work in a pressured environment, dealing with potentially difficult customers in a professional manner.

*Able to take on and retain large amounts of new information including bespoke software.

*Able to juggle many tasks and a high workload adhering to customer service level agreements whilst maintaining attention to detail.

*A team player with a flexible working style - able to be dynamic and deal with changing priorities within a large team.

*Driven and able to use own initiative within a team that is not micro-managed.

*Excellent written and verbal communicator, able to explain technical issues in a clear and concise manner to non-technically minded clients.

*Any experience of ITIL and SQL or Crystal reports is desirable but not essential.

This is a great opportunity to join an established, yet growing organisation during an exciting period of change. The salary on offer for this role is £18,000 rising to £19,000 upon completing probation, plus an excellent benefits package.

Please apply ASAP to be considered!

IT Support / 1st Line / Software Support / ITIL / Permanent / Sutton Coldfield

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.