At a Glance
- Tasks: Manage service desk tickets and provide first-line support in a dynamic environment.
- Company: Join a global managed service provider in the defence sector.
- Benefits: Fully remote work, competitive pay, and opportunities for professional growth.
- Other info: Ideal for tech-savvy individuals looking to grow in IT support.
- Why this job: Make a real impact while working with AWS and enhancing user experiences.
- Qualifications: Must have valid SC Clearance and experience in AWS and service desk environments.
The predicted salary is between 25000 - 30000 £ per year.
Outside IR35 12 month contract Fully Remote (Must be based in UK) Valid SC Clearance (Essential)
ECS Resource Group are currently working in partnership with a global managed service provider, assisting them with the search for a 1st Line Support Engineer on a contract basis. The successful candidate will be working within the defence sector. This role is ideal for someone with a strong foundation in AWS, excellent customer service skills and experience managing user support requests within a service desk environment.
Valid SC Clearance is essential for this position. Due to the nature of the work, candidates must hold active Security Check (SC) Clearance at the time of application.
Key Responsibilities:- Manage, prioritise and resolve incoming service desk tickets in line with agreed SLAs, ensuring timely updates and effective communication with end users.
- Perform user administration activities including password resets, onboarding and offboarding of users and responding to general user queries.
- Create, manage and decommission AWS WorkSpaces, ensuring user environments are provisioned and maintained efficiently.
- Provide first-line support across the managed service environment, escalating issues where appropriate and maintaining accurate documentation.
- Support ongoing operational improvements, with the opportunity to become involved in future patching and maintenance activities.
- Valid, active SC Clearance is essential - candidates without current SC Clearance cannot be considered.
- Strong hands-on experience supporting AWS environments with particular knowledge of AWS WorkSpaces administration.
- Previous experience working within an L1 Service Desk, IT Support or Managed Services environment, handling incidents and service requests.
- Experience with user lifecycle management including account creation, onboarding, offboarding and password administration within enterprise environments.
- Excellent communication, organisational and prioritisation skills with a proactive approach to customer service and issue resolution.
Further job details available upon application.
1st Line Support - SC Cleared employer: ECS Resource Group Ltd
ECS Resource Group Ltd is an excellent employer, offering a dynamic work culture that prioritises innovation and collaboration. With the flexibility of remote work, competitive daily rates, and opportunities for professional growth in cloud technologies, employees are empowered to lead impactful projects while enjoying a supportive environment that values their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support - SC Cleared
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like ECS Resource Group Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like ECS Resource Group Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace 1st Line Support - SC Cleared
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to ECS Resource Group Ltd.
How to prepare for a job interview at ECS Resource Group Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in ECS Resource Group Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services ECS Resource Group Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
