First Line Support
3 weeks ago
Iconic are proud to have partnered again with a dynamic Managed Service Provider (MSP) based in Edinburgh, dedicated to delivering top-notch IT support and services to their diverse client base. They pride ourselves on our customer-centric approach and our commitment to excellence.
The Role :
They are seeking a motivated and enthusiastic First Line Support Technician to join the team. This role is ideal for someone with 1-2 years of experience in a similar position within an MSP environment. As a First Line Support Technician, you will be the first point of contact for clients, providing essential technical support and ensuring a high level of customer satisfaction.
Key Responsibilities :
- Responding to client queries via phone, email, and ticketing system.
- Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
- Escalating complex issues to second and third line support teams when necessary.
- Maintaining accurate records of client interactions and technical issues.
- Providing remote support and occasional on-site assistance.
- Assisting with the setup and configuration of new equipment and software.
Requirements :
- 1-2 years of experience in a First Line Support role within a Managed Service Provider.
- Strong understanding of Windows operating systems and Microsoft Office Suite.
- Basic knowledge of networking principles and troubleshooting.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and attention to detail.
Benefits :
- Competitive salary up to £23,000 per annum.
- Opportunities for professional development and career progression.
- Friendly and supportive work environment.
- Company pension scheme.
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