1st Line Technical Support

Job Description

1st Line Technical Support

Technical Support Analyst is the First point of contact for all calls. It is your responsibility to ensure that calls are answered within the KPIs. Issues are logged both by email and telephone, and B2B for all customers. You will need to follow the basic processes and…

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1st Line Technical Support

Technical Support Analyst is the First point of contact for all calls. It is your responsibility to ensure that calls are answered within the KPIs. Issues are logged both by email and telephone, and B2B for all customers. You will need to follow the basic processes and diagnostics (1st fixes) to establish the exact problem on site and where possible take call to resolution within agreed SLAs.
You will be responsible for escalating issues according to the escalation process and ensuring the right people are aware of any issues that need attention.
You will be expected to log & update all calls on the call management system (Metro) and in some cases certain third party systems (e.g Verisae). It is the Technical Support Analysts responsibility to ensure that the call management systems are up to date with all necessary relevant information.
You are expected to provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes. This includes providing Technical support for both company engineers and third party engineers on site and escalating to 2nd Line when necessary.
You will be required to assist with the Implementation of new software, hardware releases and adhoc rollouts as part of a team, ensuring that procedures are followed and installations double checked at all times.

KNOWLEDGE, SKILLS AND EXPERIENCE

(Basic understanding of the below would be preferred but not essential)
• Windows Operating System ranging from 2000 : Windows 7
• Network infrastructure
• Borland & SQL
• Visual Basics and C#
• Microsoft office
• Petrol forecourt systems
• Card Payment Processes
• Remote Connections


Understanding of the below is essential to the position)


• Oral and written communication skills
• NVQ1/GCSEs and above (or equivalent) in key competencies
• Excellent Customer Service Skills
• Problem analysis/problem solving
• Good Timekeeping
• Adaptability
• Attention to detail
• Working in a very pressurized environment
• Understanding of SLAs and KPIs
• Computer Literate
• Quick learner

REPORTING TO 1st/2nd Line Team Leader
Hours - Full Time
6am : 11pm Monday to Sunday
based on shifts of 12 hours, 4 days on and 4 days off
There may also be the requirement for you to provide cover for the night shift if and when required.
These hours are on a rota basis and are subject to change at any time.

Salary - £20K

Job Description

1st Line Technical Support

Technical Support Analyst is the First point of contact for all calls. It is your responsibility to ensure that calls are answered within the KPIs. Issues are logged both by email and telephone, and B2B for all customers. You will need to follow the basic processes and diagnostics (1st fixes) to establish the exact problem on site and where possible take call to resolution within agreed SLAs.
You will be responsible for escalating issues according to the escalation process and ensuring the right people are aware of any issues that need attention.
You will be expected to log & update all calls on the call management system (Metro) and in some cases certain third party systems (e.g Verisae). It is the Technical Support Analysts responsibility to ensure that the call management systems are up to date with all necessary relevant information.
You are expected to provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes. This includes providing Technical support for both company engineers and third party engineers on site and escalating to 2nd Line when necessary.
You will be required to assist with the Implementation of new software, hardware releases and adhoc rollouts as part of a team, ensuring that procedures are followed and installations double checked at all times.

KNOWLEDGE, SKILLS AND EXPERIENCE

(Basic understanding of the below would be preferred but not essential)
• Windows Operating System ranging from 2000 : Windows 7
• Network infrastructure
• Borland & SQL
• Visual Basics and C#
• Microsoft office
• Petrol forecourt systems
• Card Payment Processes
• Remote Connections


Understanding of the below is essential to the position)


• Oral and written communication skills
• NVQ1/GCSEs and above (or equivalent) in key competencies
• Excellent Customer Service Skills
• Problem analysis/problem solving
• Good Timekeeping
• Adaptability
• Attention to detail
• Working in a very pressurized environment
• Understanding of SLAs and KPIs
• Computer Literate
• Quick learner

REPORTING TO 1st/2nd Line Team Leader
Hours - Full Time
6am : 11pm Monday to Sunday
based on shifts of 12 hours, 4 days on and 4 days off
There may also be the requirement for you to provide cover for the night shift if and when required.
These hours are on a rota basis and are subject to change at any time.

Salary - £20K

Job Summary

Location: Southampton
Salary: £20000.00 - £20000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
Date: 30th January 2019

Apply now

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Key Contacts

Shellie Dennis

Shellie Dennis

Commercial Recruitment Consultant

Email: Click here
Phone: 023 9232 4666

Kerry Carter

Kerry Carter

Commercial Recruitment Consultant

Email: Click here
Phone: 023 9232 4666

Apply now

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Job Summary

Location: Southampton
Salary: £20000.00 - £20000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
30th January 2019

Apply now

Share this job: