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1st / 2nd Line Support

2 weeks ago

Birmingham Business Park, United Kingdom Jenrick Commercial Full time

**1st / 2nd Line Support - £25,000 - £28,000 pa plus Benefits Package** As a 1st / 2nd Line Support Specialist within this friendly & engaged support team, you will be working as the face of the business for this hugelysuccessful FinTech in Solihull.** Requiring good communication skills, both verbal & written, you will be the friendly & helpful face/voice that the customer experiences when they require IT Support across Hardware, Software, Networking & Communications - so an enthusiasm for both technology& people are key attributes within this permanent position based onsite in Solihull.

Once familiar with internal processes and procedures, the 1st / 2nd Line Support specialist will investigate & resolve problems within systems & services.

If you enjoy taking every opportunity to provide exceptional customer service within what can be quite stressful circumstances for the customer, then this is an ideal role for you as you take IT support requests from initial information gathering and likelyfixes and where required, investigating problem tickets, taking them through to successful resolution.

If you use your judgement & take positive action before being asked and thrive when given the opportunity to make things happen, then this company is an ideal match.

**Role & Responsibilities**:

- Investigating problems in systems & services
- Providing an exceptional level of quality support service to your Users
- Researching, diagnosing, troubleshooting and finding solutions to support calls & tickets
- Assisting with the implementation of agreed solutions and preventative measures
- Following agreed processes and procedures when handling support requests
- Gathers issue/problem parameters & details to enable incident resolution
- Ability to understand when to escalate where necessary
- Maintaining records and communicating effectively with Users through to issue resolution
- Updating Knowledgebase with issue resolution details

**Preferred Skills & Knowledge include some or all of the following**:

- ITIL Awareness is useful - Foundation level qualification would be an advantage
- Familiarity with the core Windows operating system environments and hardware platforms
- Active Directory
- Microsoft Exchange
- Office 365
- SharePoint
- Troubleshooting Printing
- TCP/IP Network Communications
- E-mail Spam Filtering
- Windows Server knowledge is useful
- Understanding of Virtualisation - VMWare Server and VMWare Workstation is useful
- Anti-Virus tooling (such as Crowdstrike and Cylance)
- A Natural software user - you're comfortable handling software products you may not have encountered previously
- Ability to build laptop and PC devices from a pre-prepared image and media
- A flexible approach to working hours is necessary