1st Line Technical Support

Executive Mandate Specification

Job Summary

Our company provides IT support and solutions to small and medium sized businesses, and we are looking for a 1st line support person to join our small but very busy team. This is an ideal opportunity for someone with a passion for IT to develop their skills and career potential.

Your role will be to act as the first point of contact for our customers by phone and email aiming to provide first response fixes where possible. Escalating complex issues to senior technicians and reporting back to the customer on the progress of their issue.

Responsibilities and Duties

• Provide 1st line support on a first-time fix basis by phone using remote support tools
• Take part in the administration of cloud services we provide to customers
• Monitor backup and alerting systems raising support requests where applicable
• Use the helpdesk system to record faults and their resolutions
• Ensure any changes to customer systems are fully documented

Desired Skills (As many of the following as possible)

• Basic understanding of Managed and Outsourced services
• Comfortable using remote support tools such as Logmein
• Understanding of file and folder permissions
• Troubleshooting printing issues
• Understanding of Microsoft 365 and Exchange email services
• Understanding of Microsoft Windows desktop technologies
• Understanding of networking and network infrastructures
• Installing operating systems and applications
• Understanding of mobile technologies, phones, tablets, android, iOS, Windows
• Experience supporting Microsoft Office Applications
• Understanding of Microsoft Active Directory
• Strong problem solving and troubleshooting skills
• Strong communication skills and excellent telephone manner
• Reliable and punctual
• Proactive mindset - always looking forward and preparing ahead

Desirable

• Driving licence
• Any IT related Microsoft, CompTIA, BTEC qualifications would be an advantage
• Own transport

Direct applicants only strictly no agencies

Job Type: Full-time

Salary: £23,000.00-£26,000.00 per year

Benefits:

• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Ealing: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: Sense/WOW/1st

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship