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1st Line Technical Support Specialist
2 months ago
We are seeking a highly skilled and motivated 1st Line Engineer to join our team at Together. As a key member of our IT department, you will be responsible for providing first-level technical support to our colleagues, ensuring that they receive prompt and effective assistance with their IT-related queries and issues.
Key Responsibilities:- Provide first-level technical support to colleagues via phone, email, live chat, and face-to-face interactions, escalating complex issues to second-line support as needed.
- Log and assign all issues and requests within our IT ticketing system, keeping customers informed of progress and resolution.
- Resolve incidents on a first-time fix basis wherever possible, and escalate to relevant teams when necessary.
- Ensure regular security and upgrades are applied to VDI's and laptops to maintain a secure and up-to-date IT environment.
- Complete internal desk moves and deploy new equipment as required.
- Identify opportunities for process improvement and change within the Service Desk and IT Ticketing System.
- Experience in a 1st line or IT Helpdesk role.
- Excellent customer service skills.
- Good problem-solving skills.
- Positive approach to learning and development.
- Knowledge of Microsoft Windows 10.
- Knowledge of Microsoft Active Directory.
- Experience with laptop, VDI, and mobile configuration.
- Knowledge of Microsoft Office 2016 and 365 suite.
- 26 days holiday, increasing with service to 30 days, plus bank holidays.
- Buy and sell holidays.
- Discretionary annual bonus.
- Matched pension contribution.
- Life assurance.
- Critical illness cover.
- Health cash plan.
- Private medical insurance.
- Free access to company holiday homes.
- Travel season ticket loans.
- Ride to work scheme.
- Free local gym access.
- Local bar and restaurant discounts.
We are committed to building a diverse and inclusive team, and we welcome applications from candidates from all backgrounds and experiences. If you need any reasonable adjustments to make your experience with us easier, please let us know and we will do our best to accommodate your needs.
