Opportunity awaits...

First Line Support

EMJO86
  • £25,000 to £27,000pa
  • Newport, Gwent, United Kingdom
  • Permanent
As a First Line Support Technician, you will be the first point of contact for users seeking technical assistance. You will provide timely and effective support, troubleshoot basic technical issues, and ensure that users receive the highest level of service.

Key Responsibilities:

• Respond to client inquiries via phone, email, and chat, providing first-level technical support.
• Diagnose and troubleshoot basic IT issues related to hardware, software, and network connectivity.
• Escalate complex issues to second- and third-line support teams when necessary.
• Document all client interactions, troubleshooting steps, and resolutions in the ticketing system.
• Assist with user account management, including password resets and access requests.
• Provide guidance and support to clients on the use of IT systems and applications.
• Maintain up-to-date knowledge of company products and services to effectively assist clients.
• Collaborate with team members to improve processes and enhance service delivery.

Qualifications:

• Previous experience in a technical support role is preferred.
• Basic understanding of computer systems, networks, and software applications.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues.
• Excellent communication skills, both verbal and written, with a customer-focused attitude.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Willingness to learn and adapt to new technologies and procedures.

Apply today!
Emily Jones Research Consultant

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