1st Line Support Technician

Division/Business Unit: Network Operations Centre 

Reports To: Service Delivery

Office / Base: Edinburgh

Salary: Up to £25K (Dependent on experience)

Job Purpose

The 1st Line Support Technician role is responsible for providing 1st line support remotely to our clients. You will fix what you can and escalate more complex issues to the relevant support channels within Edinburgh Computer Services following our internal escalation processes and procedures.

Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as a 1st Line Support Technician with the ability to build key internal and external relationships.

Key Responsibilities

As a minimum you may be called upon to undertake all or some of these activities as required:

• Providing remote 1st Line Support
• Answering calls and raising support tickets
• Taking ownership of users’ issues and identifying appropriate solutions to resolve service incidents and requests
• Providing users with regular communication on the progress of investigations and planned solutions
• Working closely with the Service Desk Team to provide 1st Line Support, ensuring Service Request Tickets are responded to, diagnosed and resolved swiftly
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base
• Keep up to date on new technology trends
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time in ConnectWise as they occur
• Communicate with clients through email, ticketing system & phone calls
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as activities or service tickets in ConnectWise

Knowledge / Skills / Background / Qualifications

• Experience in deskside support or other user support functions
• Good communication skills – written and verbal
• Able to work on own and under pressure
• Good time management and prioritisation
• Possess initiative to diagnose problems
• Professional working attitude
• Experience in providing high levels of customer service
• Undertake relevant and appropriate training for succeeding in this role
• Show willingness to achieve 2^nd Line Support Technician role
• Work with colleagues to increase technical knowledge
• In-depth hands on “problem solving” expertise in desktop hardware, operating systems and software packages
• A good working knowledge of a wide variety of IT hardware e.g desktops, laptops, tablets and other peripheral devices
• A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco Routers, switched & Wireless Access Points
• To provide support for smartphones, iPads, iPhones
• Microsoft Windows Desktop Operating Systems
• Microsoft Office/O365
• Active Directory / Exchange: Add/Remove Changes
• DNS (Local)
• Microsoft Windows Server
• Microsoft Exchange Server
• Microsoft Active Directory, configuration
• Post-secondary school education, relating to IT
• Any other IT/network related qualifications or training

Benefits

• Competitive salary based on experience and qualifications.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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