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First Line Technical Support

2 weeks ago

Harrogate, United Kingdom Techbuyer Full time

Who we are & what we do:
Techbuyer is a market leader in the refurbished IT hardware sector. We have over 17 years of success behind us, revenues over £50 million, and locations in the UK, USA, Australia, New Zealand, France & Germany. Our increase in headcount has averaged over 23% for the last three years, and we’re one of the fastest growing companies in our industry. In 2021 alone numerous awards were achieved which are a reflection of our dedicated teams, including the Queen’s Award for international trade.

Due to continuous expansion, we have an opportunity for a passionate and motivated First Line Technical Support to join our successful team.

**What We're Looking For**

The 1st line technical support role is key within the business to provide the best possible service, both internally via pre-sales technical requests, and externally providing post-sales support to our customers. You will be part of a larger technical team providing 1st, 2nd and 3rd line support across a significant range of technical products, solutions and services.

**Position Summary**

This role is a key driver in supporting the rapid expansion of Techbuyer’s technical division across the UK. The role reports to the Technical Team Leader working side-by-side with the sales, and wider Techbuyer technical teams.

**Role and Responsibilities**
- Provision of 1st line support for incoming IT related issues through Techbuyer’s ticketing systems.
- Act as a point of technical escalation for the sales teams and customers, ensuring that incidents are fully managed through to resolution
- Ensuring all relevant data is captured and ticketing system / internal CRM is fully completed
- Provide an excellent level of customer service to internal and external customers
- Work along side our Customer Experience and RMA teams to help solve technical issues and reduce the quantity of RMAs within the business

**Experience (Knowledge, Skills, Abilities)**
- Strong general technical knowledge including Microsoft, HPE Servers, Storage, Desktops and Laptops
- Previous experience configuring and troubleshooting technical issues and challenges
- Experience across firewalls, basic network troubleshooting, hypervisors and backup’s would be beneficial
- Experience in a service desk-based position, ideally working for a fast paced environment would be ideal
- Ability to research, understand and articulate solutions to challenging technical issues

**Benefits**:

- Competitive Salary
- Private Healthcare
- Holidays increasing to 27 days plus bank holidays
- Pension
- Free Flu Vac and Eye Tests
- Cycle to Work Scheme
- Casual dress
- Tech Scheme
- Life and Critical Illness Insurance
- Regular Social Events
- Structured Induction Programme

Note:
All applicants selected for this position will need to pass reference & security checks to qualify for employment with Techbuyer.

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

**Benefits**:

- Casual dress
- Cycle to work scheme
- Discounted or free food
- Gym membership
- Private dental insurance
- Private medical insurance

Schedule:

- Monday to Friday

Ability to commute/relocate:

- HARROGATE: reliably commute or plan to relocate before starting work (required)

Work Location: One location