1st Line Technical Support Specialist

2 weeks ago


Hastings, East Sussex, United Kingdom Ingenio Technologies Full time
Job Overview

We are seeking a motivated and enthusiastic individual to fill the role of 1st Line Helpdesk Support Engineer at Ingenio Technologies. This position is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills.

As a 1st Line Helpdesk Support Engineer, you will be responsible for providing initial support for common software and hardware issues, including basic troubleshooting. You will handle incoming client calls and emails, ensuring a friendly and professional customer experience.

You will accurately log and manage support tickets in the system, escalate complex technical issues to 2nd Line Support teams as needed, and collaborate with team members to ensure effective resolution of client queries.

Additionally, you will contribute to the knowledge base by documenting common problems and solutions. You will deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.

Key Responsibilities:

  • Provide initial support for common software and hardware issues
  • Handle incoming client calls and emails
  • Accurately log and manage support tickets in the system
  • Escalate complex technical issues to 2nd Line Support teams as needed
  • Collaborate with team members to ensure effective resolution of client queries
  • Contribute to the knowledge base by documenting common problems and solutions

Requirements:

  • Demonstrable interest in IT, such as a personal home lab
  • Basic understanding of common operating systems, networking concepts, and office software
  • Excellent communication and problem-solving skills
  • Eagerness to learn and adapt in a fast-paced environment

What We Offer:

  • 25 Days' holiday + bank holidays
  • Access to comprehensive training programs with a focus on continuous learning and development
  • One day of homeworking per week to support work-life balance
  • Private cashback health scheme after probation
  • Use of pool vehicle for work-related tasks
  • Comfortable working environment with ergonomic chairs and electric standing desks
  • Bean-to-cup coffee machine and complimentary soft drinks
  • Free, ample on-site car parking
  • Proximity to public transport: 10 minutes' walk to train and bus stops
  • Subsidised EV charging points
  • Enjoyable summer and winter company parties
  • Regular, scheduled one-to-ones and annual performance reviews
  • Mileage allowance for travel-related tasks


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