|An exciting new role has arisen for a talented 1st Line Technical Support Analyst to join a fast growing company..
The hours you shall be working within this role are 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.
As the 1st line of response, 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 both the companies call management system and in some cases certain third party systems.
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 the internal 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.
To apply for this role it will be ideal to possess basic understanding of the below, althoiugh full training will be provided:
• Windows Operating System ranging from 2000 – Windows 7 • Network infrastructure • Microsoft office • Remote Connections