1st Line Technical Support

**Summary**

EvolveODM is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

The Company has been established for 16 years and works in the Telecommunications sector. This covers GDPR Compliant Guest Wi-Fi, SD-WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

The Company is experiencing sustained growth and the 1st Line Technical Support role is to provide dedicated support to the Company’s clients.

This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations, and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle they operate in a robust and effective way for the business.

**Hours of Work**

The working hours are from 09:00 to 17:00, Monday to Friday. As part of this role, there will be an expectation to occasionally cover 24x7 shifts as and when required. Any 24x7 shifts covered will be paid at an enhanced rate in line with the 24x7 pay structure.

**Salary**

Salary is between £19,000 and £23,000 depending on experience.

**Key Objective, Principal Responsibilities & Accountabilities**

With guidance and support from the Service Delivery Manager and Service Desk Manager within the Business**:

- You'll be expected to carry out a mixture of business as usual and project work for the support desk.
- Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team, demonstrates knowledge to non-standard situations.
- Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation
- For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
- Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps.
- Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
- Building relationships and working with key third party suppliers.

**Qualifications**
- GCSE’s Grade A* - C:

- Maths, English and ICT skills and experience with Word and Excel
- ITIL Qualification - Desirable but not essential

**Skills & Experience**
- Have experience of a Technical Support Desk
- Have the ability to communicate with staff at all levels
- Hardware and software deployment experience
- Good attention to detail
- Mature in outlook
- Discrete
- Organised and able to prioritise tasks
- Confident and excellent communication skills with a professional telephone manner
- Ability to demonstrate a practical approach when faced with problems or challenges
- Must be committed and willing to learn
- Enthusiastic and Self-Motivated
- Excellent timekeeping, reliable and trustworthy

Work remotely
- Temporarily due to COVID-19

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

**Salary**: £19,000.00-£23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- On-site parking
- Private dental insurance
- Private medical insurance
- Store discounts
- Wellness programmes

Schedule:

- Monday to Friday
- Overtime

**Experience**:

- technical service desk: 1 year (required)