1st Line Support

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Job Description

1st Line Support

Location :M1- Manchester City

Salary: £18,000 – £22,000

Industry: IT

Contract: Full-time

Our client is looking for a talented 1st Line Support member to join their friendly team.

As an ambitious and innovative company. Due to their popularity, they now have customers in over 20 countries and are quickly expanding globally. Due to this rapid expansion, they require an individual that can work with bespoke software and be the first point of contact for their UK customers. After 6 months and full training, overtime will be introduced with £100 per shift. A candidate with 1st Line Support experience and with bespoke software knowledge would be ideal for this role.

Key Responsibilities:

  • Take calls from customers and log their tickets
  • Assigning tickets that can’t be resolved to 2nd Line Support
  • Remotely connecting to customers for training and support
  • Work to agreed SLA’s such as ticket quality and customer satisfaction

Things you need:

  • Experience with 1st Line Support
  • Strong experience of working with bespoke software and hardware
  • Knowledge of TCP/IP routers
  • Understanding of Windows XP/7
  • Experience of using Zendesk | Remote access tools

Desirable:

  • Knowledge of ITIL practices

Requirements:

  • Excellent customer service skills
  • Must be able to drive
  • Ability to take ownership of incidents
  • Excellent communication skills
  • Ability to work under pressure

Benefits:

  • Pension scheme
  • Parking
  • Staff kitchen
  • 20 days holiday

Do you meet the requirements and have 1st line support experience? We’d like to hear from you!

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