1st Line Support Technician

4 weeks ago

Greater Manchester, United Kingdom VCG Full time

VCG Technology Services Limited are looking for a 1st Line Support Technician with excellent customer service skills to join the team.

The 1st Line Support Technician is responsible for managing incoming queries and help requests from end users through email, customer portals, or phone calls. This role involves taking detailed notes of user-reported problems, determining appropriate steps for resolution, and managing the flow of incoming support requests. The technician will ask probing questions to fully understand the scope of each issue.

The 1st Line Support team escalates user support requests to technical resolver groups and experts when unable to resolve issues independently. They document the problem, detail the steps already taken, and provide their diagnosis to supervisors or specialists for further assistance.

We are seeking individuals who are early in their technical careers and have a genuine passion for providing exceptional support to customers in a technical customer service setting.

Key Responsibilities

The 1st Line Support Technician role includes:

Providing a helpful and polite first level support service through taking calls and handling the resulting incidents or service requests

Effective logging and fault analysis

Service request ownership and prioritisation

Allocation to relevant parties

Providing regular call status updates

Maintaining a technical knowledge of all supported products and undertaking training when necessary to update any required skills set

Dealing with 3rd parties in a professional manner to ensure customer service levels

Scheduling and supporting engineers during installations, fault resolution and 3rd party issues

Following the incident management and request fulfilment processes detailed in the call handling manual

Fulfilling Service Desk objectives detailed in the service management policy

Assisting and supporting any other department when necessary

Key Competencies

Excellent verbal and written communication skills

Critical thinking and problem-solving skills

Teamwork

The ability to investigate and troubleshoot issues

An active / empathic listener

Excellent organisational skills with the ability to multi-task

Ability to manage own time effectively and to be prompt and punctual

Adaptability and an Enthusiasm to learn new skills

Skills & Experience

Customer services training and experience

Experience of working effectively within a team and collaborating with others to achieve a goal

Experience of supporting enterprise networks

Knowledge and understanding of best practice framework (such as ITIL & ISO) for the delivery of IT services

Qualifications

  • GCSE Maths and English - Grade 4 minimum
  • Service Desk Institute
  • ITIL Foundation
This is an office based role and you will be required to work from the office in Bredbury four days each week. To begin with you will be required to work out of the office for five days each week until you complete the required competency level through training.

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