1st Line Technical Support

1st Line Technical Support, Northwich (Cheshire), £30,000 Benefits, Hybrid Working i.e. 3 days in office, 2 from home, Global Company with great culture.

1st Line Technical Support Overview:

Are you a tech-savvy individual with strong communication skills, looking to build your career in IT support? If so, this is a fantastic opportunity to join our client service desk team as a 1st Line Support Engineer and provide essential technical assistance to clients while growing your expertise in a dynamic environment.

About the Role

As a 1st Line Technical Support, you will be the first point of contact for our clients customers, handling technical issues, troubleshooting, and resolving incidents. This role involves triaging issues and escalating more complex problems to the 2nd and 3rd Line Support teams, vendors and third parties when necessary. You’ll be key in ensuring our clients customers receive prompt, effective service, all while working in a supportive, local team environment.

As a 1st Line Support you will:

• Provide first-line technical support, logging and categorizing incidents and service requests.
• Troubleshoot and resolve issues within your scope, liaise and escalate with external suppliers and other departments to ensure minimum disruption and downtime to customers.
• Manage incidents from ticket creation to resolution, ensuring timely updates and clear communication with clients.
• Managing incident resolutions within agreed SLA, keeping customers updated on progress.
• Provide feedback to help improve Service Desk operations and contribute to continuous improvement.
• Proactive monitoring and fault reporting.
• Contribute to a positive CSAT result by always ensuring customer satisfaction.
• Incident detection and diagnosis using industry standard network monitoring and management tools, such as Logic Monitor.
• Ensure that you are familiar with the Company's Business Management System and Information Security Management System and comply with the requirements of those frameworks.
• Ensure that the area of control remains ISO9001 and GDPR compliant and drive awareness and compliance through the entire span of control.

In order to set you up for success we are looking for the following skills and experience:

• Experience in a Customer Service/Helpdesk/Service Desk role.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and IT Service Management (ITSM) tools.
• Knowledge of Cisco routers and Draytek. Ability to access and diagnose MPLS and router faults.
• Competency demonstrated in supporting products and services such as Managed and Wholesale DSL, FTTC, EFM, EAD, EoFTTC.
• Perform Openreach Co-op calls and escalation management.
• Understanding of ITIL frameworks
• Excellent communication skills in English, both written and verbal.
• Strong organisational skills and the ability to work under tight deadlines.