At a Glance
- Tasks: Provide top-notch IT support to customers across various technologies and setups.
- Company: Join a dynamic team dedicated to excellence in customer service.
- Benefits: Flexible shift schedule, remote work options, and opportunities for professional growth.
- Other info: Be part of a team that values continuous improvement and innovation.
- Why this job: Make a real difference by helping over 5,000 users solve their tech issues.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 32000 £ per year.
You will provide support to our customers, working across an array of different technologies and setups. Whether it's over the phone, through remote assistance, or on-site at the customer offices, you'll handle each case with efficiency and professionalism, showcasing your excellent customer service skills. Within the business, you will play an instrumental part in providing IT support to over 5,000 end users. Our team operates within the framework of ISO‑accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements. As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.
Responsibilities
- To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
- To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
- Being proactive with case follow‑ups and ensuring customer satisfaction according to our KPIs.
- Achieving individual KPIs and in turn contributing to the success of the department.
- Answering telephone calls from customers with technical problems and queries.
- Attending customer premises when required, including troubleshooting hardware problems in PCs or laptops such as RAM, motherboards, or hard drive failures.
- Creating, administrating, and disabling Active Directory objects.
- Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Performing software updates and installations on end‑users' workstations and servers.
- Raising cases from emails received by the department and from the proactive monitoring system.
- Escalating incidents to senior support team members or external suppliers when required.
- Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organization.
- Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.
Qualifications
- Proven experience working within a customer‑service based role.
- Excellent verbal communication skills with the ability to communicate effectively with technical and non‑technical customers.
- Organizational and time‑management skills.
- Problems‑solving ability and capability to gather relevant data and identify potential improvements and alternatives in a logical manner.
- Highly motivated, capable of managing workload and meeting deadlines while working under pressure in a fast‑paced, dynamic environment.
1st Line Support Technician in Norwich employer: Acora Limited
As a 1st Line Support Technician, you will thrive in a dynamic and supportive work environment that values excellence and continuous improvement. Our flexible shift schedule allows for a healthy work-life balance, whether you're working from our modern office or remotely. With opportunities for professional growth and development, you'll be part of a dedicated team that supports over 5,000 end users, ensuring that your contributions make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Technician in Norwich
✨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 the team.
✨Tip Number 2
Practice your customer service skills! Since you'll be dealing with a variety of tech issues, role-play common scenarios with friends or family. This will boost your confidence and prepare you for real-life situations.
✨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 might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace 1st Line Support Technician in Norwich
Some tips for your application 🫡
Show Off Your Customer Service Skills:Make sure to highlight your experience in customer service. We want to see how you've handled tricky situations and kept customers happy, so share some examples that showcase your skills!
Be Detail-Oriented:When filling out your application, pay attention to the details. We love candidates who can provide accurate information and demonstrate their organisational skills. It’s all about showing us you can manage case records like a pro!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to our job description. Mention specific technologies or experiences that relate to the role of a 1st Line Support Technician.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Acora Limited
✨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. This will help you answer technical questions confidently.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer support, think of examples from your past experiences where you’ve gone above and beyond for a customer. Be ready to discuss how you handle difficult situations and ensure customer satisfaction.
✨Be Proactive and Organised
Demonstrate your organisational skills by discussing how you manage your workload and prioritise tasks. Mention any tools or methods you use to keep track of cases and follow-ups, as this aligns with the company’s focus on efficiency and KPIs.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics, shift schedules, and opportunities for improvement within the department. This shows your interest in the role and helps you gauge if the company culture fits you.
