Support Services Specialist

3 weeks ago


Gillingham, Kent, United Kingdom Senseco Systems Limited Full time

Role Overview:

The 1st Line Support Engineer will be the initial point of contact for IT support within the organisation, providing effective and efficient technical support to end-users. The role involves resolving basic issues and escalating more complex problems to the second line support team as necessary.

Key Responsibilities:

  • Respond to incoming support requests via phone, email, or ticketing system, providing first-level troubleshooting and support for hardware, software, and network issues.
  • Assist users with common IT problems, including login issues, software installations, and application usage.
  • Document all support interactions accurately in the ticketing system.
  • Escalate unresolved issues to the second line support team promptly.
  • Maintain an organised and efficient workspace and helpdesk environment.
  • Contribute to the knowledge base by documenting solutions and troubleshooting steps.
  • Perform routine maintenance tasks, such as password resets and system updates.
  • Provide excellent customer service and support to ensure a positive user experience.

Requirements:

  • Excellent problem-solving abilities and attention to detail.
  • Strong interpersonal skills and the ability to work well in a team.
  • Ability to manage multiple tasks and prioritise effectively.
  • Basic knowledge of ITIL processes and practices is an advantage.

Experience:

  • Previous experience in a technical support or helpdesk role is preferred.
  • Basic understanding of operating systems (Windows, macOS) and common applications (Microsoft Office, etc.).
  • Familiarity with networking concepts (TCP/IP, DHCP, etc.) is a plus.
  • Strong communication skills and a customer-oriented attitude.


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