1st Line Support Technician

Simple Recruitment are looking for an 1st Line Support Technician for a permanent opportunity with our client in Midsomer Norton

The Job:

Supporting customers by responding to usage and technical enquiries, providing system training, and ensuring a high-quality support experience across a wide range of software and hardware products.

• Acting as first-line support/dispatch, answering the support line, logging and scoping queries, and resolving issues where possible.
• Creating and maintaining accurate records in our support ticketing system to ensure clear customer history and meaningful management data.
• Pro actively managing your support queue, providing timely updates to customers, and taking ownership of issues through to resolution.
• Developing strong diagnostic skills and the ability to test systems for faults and inconsistencies.
• Identifying root causes of support issues and resolving them efficiently, escalating more complex issues as appropriate.
• Helping to build and maintain online training materials for customers, ensuring they can make full use of our systems.
• Learning how to install and support our software remotely on customer sites and within AWS-hosted environments.
• Providing support to colleagues across the Customer Support, Sales, and Customer Care teams to share knowledge and improve service delivery.
• Contributing to and updating the company’s internal knowledge base to support team-wide learning and continuous improvement.
• Maintaining high standards of quality in every aspect of your work, and consistently following formalised company procedures.
• Communicating clearly and professionally with customers, using tact, patience, and diplomacy, especially in challenging scenarios.
• Anything as required by the business.

The Hours:

Monday to Friday

8.30am to 5.00pm

Who are we looking for?

Previous experience in a similar role would be advantageous, but you will have a clear passion for IT and be looking to build your career in this area. You will have strong team-working and communication skills, and be able to embrace a company culture based on honesty and respect. A professional approach and maintaining a high level of customer service is key.

Benefits:

• Yearly bonus
• Casual dress
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• No weekends
• Career progression

Our brief: Simple Recruitment are acting as an employment agency on behalf of our client, based in Midsomer Norton, who are seeking a 1st Line Support Technician to join their team on a permanent basis.