First Line Support

2 weeks ago

Cheltenham, United Kingdom Adecco Remote Work Freelance Full time

Job Advert: First Line Support

Duration: 2-year fixed term contract.

Location: Winchcombe, Cheltenham- not accessible via public transport, access to your own transport is essential.

Hourly Pay: £14.50-£16.75 p/h depending on experience.

Working hours: Fully on-site, 35 hours, Monday-Friday 08:00-16:00 (can be flexible with start and finish times)

Our client, a leading organisation in Cheltenham, is currently seeking an First Line Support Specialist to join their team on a fixed-term contract starting August 2024, and ending August 2026.

Due to the nature and location of this role, candidates are required to fully work on-site and have access to their own transportation.

As an First Line Support Specialist, you will be responsible for providing effective provisioning, installation, configuration, operation, and support of PC hardware and software within our client's environment. You will handle IT requests both remotely and in-person, working closely with users to solve technical issues and provide guidance on the best practises for using corporate hardware and software.

Key Responsibilities:

  • Respond to IT requests and provide technical assistance to users in person, over the phone, via the incident management system, or by email.
  • Resolve issues and requests based on established service level agreements, working through ticket queues.
  • Troubleshoot technical problems remotely or in-person using diagnostic techniques and effective questioning.
  • Install and configure computer hardware and software.
  • Escalate unresolved issues to the next level of support, including engaging with vendors when necessary.
  • Ensure that resolutions are effectively implemented and validate their success.
  • Identify opportunities for process and procedural improvements.
  • Develop installation, configuration, and operational procedures while maintaining system standards.
  • Interact and communicate with users in a courteous and respectful manner.
  • Provide regular updates to management, both written and verbal, as required.
  • Complete any other related duties assigned or requested by the IT Support Manager.

Key Requirements & Skills:

  • Previous experience working in a team-oriented, collaborative IT support environment.
  • Good understanding of computer systems, mobile devices, and related technologies.
  • Strong interpersonal skills, with the ability to build rapport, actively listen, and ask relevant questions.
  • Ability to research and resolve a wide range of technical issues.
  • Excellent information absorption and retention abilities.
  • Effective prioritisation and task execution skills.
  • Proficiency in Microsoft Office, including Office 365.
  • Knowledge of Anti-Virus and Encryption technologies is desirable.
  • Basic networking knowledge (TCP/IP, LDAP, DHCP, DNS, VPN).

Qualifications:

  • Minimum of 2 years of experience as a First Line Support Specialist or in a similar customer support role is preferred.
  • Excellent verbal and written communication skills.
  • Ability to work onsite in a typical office environment.

If you are a proactive IT professional with strong analytical skills and excellent communication abilities, we encourage you to apply for this rewarding opportunity. Please submit your application, including your resume and any additional supporting documents. Our client is open to considering candidates who have recently graduated with a relevant degree for this role.

Note: Only shortlisted candidates will be contacted.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

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