At a Glance
- Tasks: Provide 1st line technical support via phone and email, resolving user issues.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, tech-driven company.
- Why this job: Kickstart your tech career while helping others solve their IT problems.
- Qualifications: Experience in 1st/2nd line support and strong communication skills required.
To provide 1st line technical support; answering support queries via phone and email.
To maintain a high degree of customer service for all support queries and
Adhere to all service management principles.
To take ownership of user problems and be pro-active when dealing with user issues.
To triage all calls and log on the call logging system.
Respond to enquiries from clients and help them resolve any hardware or software problems.
Maintain a log of any software or hardware problems detected.
Support users in the use of computer equipment by providing necessary training and advice.
Carry out daily client systems checks, reporting to IT Manager where necessary.
Be responsible for in-house system back-ups.
All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements
Skills & Experience:
- Previous 1st/2nd line support experience for software and hardware fault resolution.
- Excellent communication and customer service skills.
- VMware experience beneficial but not essential.
- Strong working knowledge of Microsoft based operating systems.
- Active Directory and Exchange Server Administration.
- MS Office
- Good working knowledge of LAN/WAN principals and TCP/IP protocols.
- Understanding of PC hardware set-up and configuration.
- ‘Hands on’ approach and a willingness to learn.
- Experience of working within regulated businesses.
- Full Driving Licence and access to own transport.
#J-18808-Ljbffr
1st Line Support Engineer in Stoke-on-Trent employer: Ember Search
Join a dynamic recruitment consultancy in Winchester, where we prioritise employee growth and foster a collaborative work culture. As an Interim Strategic Partnerships Director, you'll benefit from our commitment to professional development and the potential for a permanent position, all while working in a vibrant location that encourages innovation and strategic thinking.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ember Search. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ember Search before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Engineer in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ember Search:Your cover letter is your chance to shine! Tell us why you want to work at Ember Search specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ember Search!
How to prepare for a job interview at Ember Search
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
