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The ideal candidate will be a 1st and 2nd line support analyst working on our Central service desk building processes to streamline and make our systems more efficient.

Your role will be to provide 1st and 2nd line technical support to our key clients. To maintain a high degree of customer service ensuring responses are accurate. As an initial point of contact for clients, you will be required to understand their problem, log tickets, attempt first line resolution and keep the client updated throughout, resolving and assisting the senior engineer and Manager where required.

Overall responsibility for the progression and effective resolution of all support cases received in accordance with our SLA’s and KPI’s. Taking ownership of issues and ensuring the customers’ expectations are both set, met and exceeded.

To qualify for this role you must have some working experience or exposure to the following:

Windows Desktop (7,8.1,10,11),

•Install, configure and troubleshoot issues.

•Experience with using and troubleshooting Microsoft Office suites.

•Good understanding of PC, Laptop, MAC, Android and Mobile hardware set-up and configuration.

•Helping with machine builds / repairs and PC deployments to clients

Office 365

•365 Configuration, Changes (adds/removes/password resets).

Networking

• Understanding of basic networking and troubleshooting.

•Basic understanding of IP addresses, DNS and what makes up an IT network.

•Diagnosing internet connection issues.

•Diagnosing Wi-Fi issues.

Printers

• Understanding of basic printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows.

Assist and report into Senior Engineer / Managing Director

Assist in Projects where appropriate

Personal Qualities:

• Takes pride in providing a high level of service

• Regularly going above and beyond

• Strong attention to detail

• Ability to work under pressure and handle difficult situations

• Impeccable time management skills with the ability to prioritise effectively

• Drivers Licenses and Car is essential.

Job Type: Temp to perm
Contract length: 6 months

Pay: £25,000.00-£29,000.00 per year

Additional pay:

• Bonus scheme
• Commission pay
• Loyalty bonus
• Performance bonus
• Yearly bonus

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Bedford: reliably commute or plan to relocate before starting work (preferred)

Education:

• A-Level or equivalent (preferred)

Experience:

• Technical support: 2 years (required)
• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Location:

• Bedford (preferred)

Work Location: In person

Reference ID: 1st2ndSupport
Expected start date: 01/12/2024