1st Line Support

1st line technical support

Ref: 1038Tuesday 5 October 2021

£10.50 - £11.00 per hour - £22K perm

Amour Recruitment are recruiting for a 1st Line Support Technician to join a growing business in Blackwood.  This role is a standalone as they are supported externally by an MSP.
As the 1st Line Support Technician, you will be required to be the first point of contact for any technical issues faced within the business.
Hours 9am until 5.30pm Monday to Friday with a ½ hour lunch break. Normal shift consisting of 8 hours a day
You will be required provide an exceptional Customer Service experience to all the businesses internal customers. Ensure that our staff enjoy a positive experience and receive timely responses to queries and requests. To be the owner of the customer issue/incident until it has been successfully resolved, escalating to the MSP as appropriate.
1st line Support Technician Key Accountabilities:
  • To provide our internal customers with a first point of contact via phone, email or chat.
  • To record and resolve customer issues and incidents.
  • Troubleshooting via telephone and Mobile Device Management (MDM) tools of hardware, applications, network, and user problems on mobile computing devices.
  • To own the service SLA as contracted to our customers,
  • To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
1st line Support Technician Knowledge and Experience:
  • Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
  • Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
  • Proactive, self-accountable, assertive and self motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
  • Ability to manage own time, organise workload and solve problems.
  • Excellent verbal and written communication skills, especially telephone manner and email writing ability.
  • Excellent team player with the ability to work independently under minimum supervision.
  • Computer literate and a good working knowledge of Microsoft Office.
  • Excellent attention to detail.
  • Excellent organisational and time management skills.
  • Ability to embrace change.
  • Flexible and able to readily accept appropriate responsibility
This role is being offered on a temp to perm basis and available immediately