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1st Line Support

3 months ago

Melrose, Scottish Borders, United Kingdom Clearline Recruitment Full time
Full Time

  • Melrose, Scottish Borders
  • Posted on 27th March 202
  • Up to £ per annum GBP / Year
Are you passionate about IT and looking to kickstart your career within 1st Line Support, becoming a central team member within an established, exciting and growing company?

This job is working for one of the most successful business technologies providers in the UK.

Already a huge success with 13 offices, 900 employees and close to a £200 million turnover, there is no sign of their growth or in fact, the IT and telecom industry slowing down and therefore, starting a career with them now, is the perfect time to progress.


The business offers some great benefits such as flexible working arrangements to enhance your work life balance, learning opportunities and a supportive environment.

This friendly company has some ambitious substantiality targets, offers additional holiday days and encourages volunteering days to all employees, to give back to the local community.

The business has a large 24/7 service desk supporting both IT and telecom business customers.

This role is covering the 2nd Line space meaning you will be taking tickets that have been escalated by 1st Line Technicians.

Some of the main duties as 1st Line Support include:

  • To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
  • Answering the phone with a calm and Customer service approach.
  • Follow the process and build a reassuring rapport with customers.
  • Manage tickets assigned and ensure system is organised and up to date.


Any working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualisation, firewalls and routers and / or experience with troubleshooting printers and general PC issues is advantageous.


Job Title:1st Line Support

Salary:
£23,000 per annum (depending on experience)

Location:
Melrose

Full Time

For more information on this 1st** Line Support role, please call Joe Walker at Clearline Recruitment for more details.