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- Tasks: Provide 1st line IT support and troubleshoot technical issues for customers.
- Company: Join Global 4, a top-rated Managed Services Provider with a vibrant culture.
- Benefits: Enjoy 33 days holiday, discounts on services, and a supportive work environment.
- Other info: Opportunities for career growth and employee recognition through various schemes.
- Why this job: Be part of a dynamic team making a real difference in customer experience.
- Qualifications: Strong communication skills and a passion for technology are essential.
The predicted salary is between 25000 - 32000 £ per year.
Salary depending on experience. Hours: Monday to Friday, Shift pattern 8:30 am - 5:30 pm. Holiday: 25 days + Bank holidays. Office Location: Horsham, West Sussex.
Who are Global 4? We're not your average Managed Services Provider. With an impressive 5-star Trustpilot rating and ISO 9001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey. If you're yearning for a fresh opportunity and meaningful rewards, your time to shine is now - join Global 4! Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer.
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.
IT - 1st Line IT Technical Support in Horsham employer: Global 4
Contact Detail:
Global 4 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT - 1st Line IT Technical Support in Horsham
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the IT field. A personal recommendation can make all the difference when you're trying to land that 1st Line IT Technical Support role.
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you'd troubleshoot specific issues and communicate your thought process clearly. Remember, they want to see how you handle pressure and customer interactions!
✨Tip Number 3
Show off your passion for tech! During interviews, share any personal projects or experiences that highlight your skills and dedication. This will help you stand out as someone who's genuinely interested in the role and the company.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining Global 4 and being part of our amazing team!
We think you need these skills to ace IT - 1st Line IT Technical Support in Horsham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of 1st Line IT Technical Support. Highlight any relevant experience you have in troubleshooting, customer service, and technical communication. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about joining Global 4 and how you can contribute to our team. Keep it friendly and professional, just like we are!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your excellent telephone manner and clear communication style. We love candidates who can convey technical information in an easy-to-understand way!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join our Global 4 family!
How to prepare for a job interview at Global 4
✨Know Your Tech Basics
Brush up on your IT fundamentals, especially around troubleshooting and networking. Be ready to discuss common issues you might encounter in a 1st line support role, as well as how you would approach resolving them.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that highlight your ability to communicate clearly and professionally. Think about times when you’ve gone the extra mile for a customer and be ready to share those stories.
✨Familiarise Yourself with Their Tools
Research the types of remote monitoring and management tools commonly used in the industry. If you have experience with any specific tools mentioned in the job description or similar ones, make sure to mention that during your interview.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.