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1st Line Support

2 weeks ago

Newcastle upon Tyne, United Kingdom Exclusive Networks Limited Full time

We are looking for an enthusiastic and engaging 1st Line Support Technician, to support Exclusive Networks GSO clients as well as providing internal support.

This is a great entry level role for someone looking to forge a career in IT. You will be working in a fast-paced environment supporting multiple contracts and a variety of different customers. Alongside booking engineers, spare parts and providing scope of deliverable, providing customers with a quality hardware maintenance service across the UK and globally.

This is a 24x7x365 role and you will be required to work within a shift pattern on a rota basis.

GSO are an IT services division delivering design, implementation, and support services around infrastructure to system integrators and vendors globally. Our experience comes from many years spent delivering leading solutions to and on behalf of some of the world’s most renowned IT vendors as a white label managed services provider.

**Benefits**:

- 22 days holiday plus bank holidays increasing with service
- Social events and supportive office
- Hybrid working after successful completion of probation period
- Overtime and night shift uplift

**As 1st Line Support, you will**:

- Ensure all customers receive exceptional customer service and represent our clients in a professional manner.
- Work on your own and as part of a team to service incidents through to completion, recognising when escalation is required.
- Provide Hardware, Networking and User support both internally and for clients.
- Work across multiple client contracts to specific response time SLA’s supporting a variety of customers.
- Provide clients with continual and regular updates throughout the management of their incidents.
- Book external contractors, provide estimate for time on site and work with clients to ensure the correct parts are ordered.
- Work within break fix SLA’s ensuring engineers are on site within the required time frames.
- Work to internal KPI’s for efficiency, level of ticket response and maintaining SLA’s and OLA’s
- Ensure the internal and client Ticketing systems and notes are up to date.
- On the job and vendor training provided.

**The ideal 1st line Support Technician will**:

- Be customer service driven with strong problem solving skills
- Have previous customer service experience
- Knowledge of IT systems, broadband services and communications networks would be advantageous.
- A strong work ethic with and engaging and sociable personality
- Be resiliant and able to stay calm under pressure
- Be a collaborative team player
- Strong attention to detail with the ability to prioritise workload

Exclusive Networks GSO are part of the Exclusive Networks Group, a global trusted digital infrastructure specialist helping to drive the transition to a totally trusted digital future for all people and organisations. With 43 offices and the ability to service customers in over 170 countries across five continents, Exclusive Networks has a unique ‘local sale, global scale’ model, combining the extreme focus and value of local independents with the scale and service delivery of a single worldwide distribution powerhouse.

HP

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Work from home

Schedule:

- Monday to Friday
- Overtime
- Weekend availability

Work Location: Hybrid remote in Newcastle upon Tyne

Reference ID: EG1LS