1st Line Support

4 days ago

Solihull, United Kingdom Omega Resource Group Limited Full time

Position: 1st Line Support

Type of position: 3-month contract

Location: Solihull

Pay rate: £13.00 to 14.55 per hour

Working week: 37.5 hours Monday to Friday

**Responsibilities**:

- Triage support tickets, answer user phone calls/queries, and work on them through to resolution. Including on site customer support centre and remote locations.
- Diagnosing and rectifying technical problems and queries following first line fix criteria and where possible resolving at first call.
- Setting up new users' accounts and profiles and dealing with password issues, telephone system administration.
- Resolve incidents with multi-functional devices (printers, scanners).
- Build and configure new hardware including Servers, PC’s, Laptops and Tablets. Install and upgrade associated software.
- Ensure IT asset management system is updated and accurate.
- Server administration including Windows Server activities, Active Directory, File and Print services, shares and Group Policies.

**Requirements**:

- Exceptional customer service and confident communication skills
- ITIL foundation required.
- Experience using Microsoft Server and Desktop operating systems
- Demonstrate a good level of troubleshooting and show the ability to diagnose and resolve potentially complex issues through to their resolution.
- Working knowledge/experience of 0365.
- PC, laptop and tablet set-up and configuration.
- Understanding of basic network configuration and protocols.
- Basic knowledge of troubleshooting mobile devices.
- Excellent and friendly attitude when dealing with users/customers both on the phone and in person, as well as the ability to explain potentially complicated issues in a way users/customers can understand.
- Experience of using Jira or similar ITSM product to manage issue resolution and service requests
- Full Driving Licence, Ability to travel in the UK as required

Omega Resource Group is acting as an Employment Business in relation to this vacancy.

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