At a Glance
- Tasks: Provide 1st line IT support and troubleshoot customer issues with a dynamic team.
- Company: Join Global 4, a top-rated Managed Services Provider with a focus on innovation.
- Benefits: Enjoy 33 days holiday, discounts, and a supportive work environment.
- Other info: Exciting career growth opportunities in a vibrant team atmosphere.
- Why this job: Make a real difference in customer experiences while developing your tech skills.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
Hours: Monday to Friday, Shift pattern: 8:30 am - 5:30 pm
Office Location: Horsham, West Sussex
What Will You Be Doing?
- Work with the Technical Team acting as a single point of contact for IT issues, changes and queries.
- Deliver training sessions, and programmes (typically one to one) to end users.
- Receiving, logging and managing calls from customers via telephone, online portal, email and instant messaging.
- 1st line end user support - troubleshooting of IT related problems.
- Troubleshoot networking and infrastructure issues and escalating when appropriate.
- If appropriate escalate unresolved calls to other members of the Client Experience Team or third parties.
- Log all calls in the Service Desk Call Logging system.
- Monitoring of customers systems using remote monitoring and management tools.
- Performing daily checks of systems and services and reporting on the condition of these.
- Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.
- Maintain a high standard of customer service for all support queries.
- Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required.
- Liaise and work with external technical support teams where appropriate.
- Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.
- Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible.
What do we need from you?
- Consistent quality focus and resolution discipline.
- Experience stabilising customer faults, escalations, and conflict.
- Clear technical communication with customers and partners.
- Strong documentation accuracy and process adherence.
- Structured workload management in high-volume environments.
- Professional, presentable, approachable and courteous.
- Excellent telephone manner.
- Attention to detail and ability to listen and learn.
- Tenacious and willing to go the extra mile.
- Ability to develop technical and client experience skills in line with the services offered by the business.
What benefits will you receive?
- 50% off our Broadband & Utility packages, completely free after two years.
- £1,000 Refer A Friend Scheme.
- 33 days holiday allowance including bank holidays.
- 5 additional days leave granted based upon length of service.
- £250 Bright Ideas Scheme.
- Kudos Employee Recognition Scheme – Including Days Out.
- Buy & Sell holiday allowance scheme.
- Death in service benefit.
- Pension scheme.
- Eye care vouchers.
- Friday fridge.
- Paid Charity leave.
1st Line Support Engineer in Horsham employer: Global 4 Communications Ltd
Global 4 is an exceptional employer, offering a dynamic work environment in Horsham, West Sussex, where flexibility and innovation thrive. With a strong focus on employee development, generous benefits including a competitive salary package, extensive holiday allowance, and unique perks like the Bright Ideas Scheme and company lunches, we foster a culture of recognition and support. Join us to be part of a forward-thinking team that values your contributions and encourages growth in a rapidly expanding business.
Contact Details:
Global 4 Communications Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Horsham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global 4 Communications Ltd. 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 Global 4 Communications Ltd 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 Horsham
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 Global 4 Communications Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Global 4 Communications Ltd 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 Global 4 Communications Ltd!
How to prepare for a job interview at Global 4 Communications Ltd
✨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.
