At a Glance
- Tasks: Diagnose IT issues and provide top-notch support to customers.
- Company: Join a dynamic tech company focused on innovation and teamwork.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Other info: Great opportunities for growth and development in a supportive environment.
- Why this job: Kickstart your career in tech while making a real difference for customers.
- Qualifications: Basic IT knowledge and a passion for problem-solving.
The predicted salary is between 28000 - 28000 £ per year.
Contract Type: Permanent
Full-Time Salary: Up to £28,000
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Location: Onsite
Working Hours: Shift pattern between 0800 and 1745
Role Responsibilities:
- Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
- Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
- Be proactive with case follow-ups and ensuring customer satisfaction according to our KPIs.
- Achieve individual KPIs and contribute to the success of the department.
- Answer telephone calls from customers with technical problems and queries.
- Attend customer premises when required, troubleshooting hardware problems in PCs or laptops such as RAM, motherboards, or hard drive failures.
- Create, administer, and disable Active Directory objects.
- Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Perform software updates and installations on end users' workstations and servers.
- Raise cases from emails received by the department and from the proactive monitoring system.
- Escalate incidents to senior support team members or external suppliers when required.
- Create and update Knowledge Base Articles to share knowledge between team members and the wider organisation.
- Take an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.
Skills, Knowledge:
1st Line Support Technician employer: Acora - IT, Cyber & AI
As a 1st Line Support Technician, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and professional growth. With benefits such as private medical insurance, a generous pension scheme, and a commitment to work-life balance through 25 days of annual leave, our company fosters a culture of collaboration and continuous improvement. Located onsite, you will have the opportunity to engage directly with colleagues and customers, enhancing your technical skills while contributing to a team dedicated to delivering exceptional service.
Contact Details:
Acora - IT, Cyber & AI Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Technician
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be diagnosing IT problems, brush up on common issues and solutions. Being able to talk through your thought process during interviews can really impress hiring managers.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can boost your chances of landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace 1st Line Support Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line Support Technician role. Highlight relevant experience and skills that match the job description, like diagnosing IT problems or working with Active Directory. We want to see how you fit into our team!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about tech support and how you can contribute to our success. Keep it friendly and professional – we love a good personality!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled IT issues in the past. We’re looking for proactive problem solvers who can keep our customers happy, so don’t hold back on sharing your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see all the benefits we offer!
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description. Familiarise yourself with common IT problems and solutions, especially those related to hardware like RAM and motherboards. Being able to discuss these confidently will show that you're ready to tackle the role head-on.
✨Practice Your Customer Service Skills
As a 1st Line Support Technician, you'll be dealing with customers regularly. Prepare for the interview by practising how you would handle various customer scenarios. Think about how to communicate technical issues clearly and empathetically, as this will be key to ensuring customer satisfaction.
✨Get Comfortable with Case Management
Familiarise yourself with IT Helpdesk systems and case management processes. Be ready to discuss how you would raise, update, and resolve cases accurately. Showing that you understand the importance of detail and accuracy in record-keeping will impress your interviewers.
✨Show Initiative and Improvement Mindset
Think about ways you can contribute to the department's success. Be prepared to suggest improvements to working procedures or share ideas on how to enhance customer service. This proactive attitude will demonstrate that you're not just looking to fill a role but are genuinely interested in helping the team grow.
