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- Tasks: Provide top-notch IT support and troubleshoot technical issues for clients.
- Company: Join a dynamic Managed Service Provider in Bristol.
- Benefits: Competitive pay, flexible hours, and opportunities for growth.
- Other info: Great team environment with potential for career advancement.
- Why this job: Kickstart your tech career while helping others solve their IT problems.
- Qualifications: Basic IT knowledge and a passion for customer service.
The predicted salary is between 30000 - 42000 £ per year.
As a 1st Line Technical Support Analyst, you are the first point of contact for clients requiring IT assistance within our Managed Service Provider (MSP) environment. Your primary responsibility is to deliver exceptional customer service, achieve high first-time-fix rates, and ensure incidents and service requests are handled swiftly, professionally, and in alignment with our SLAs.
Site visits may occasionally be required as an exception rather than a routine responsibility, typically for simple troubleshooting or hardware swaps when remote resolution is not possible. This may also include a full-day on-site for one of our customers.
Key Responsibilities- Act as the first point of contact for all incoming technical issues.
- Troubleshoot and resolve common IT issues, including login failures, software errors, hardware faults, and network connectivity.
- Perform structured triage and capture accurate information.
- Aim for high first-time fix rates.
- Escalate unresolved issues with clear notes.
- Handle account creation, password resets, mailbox updates, and software installations.
- Communicate clearly with users.
- Provide ticket updates and maintain ownership.
- Use PSA/RMM tools, action monitoring alerts, support maintenance tasks, and maintain asset records.
- Create/update knowledge articles.
- Flag recurring issues.
- Microsoft 365 admin
- Active Directory
- Basic networking (DNS, DHCP, VPN, Wi-Fi)
- Remote tools & PSA platforms
- Endpoint security principles
- Calm under pressure
- Strong organisation and prioritisation
- Listening & problem solving
- Team player with a growth mindset
- First-time fix rate
- SLA adherence
- CSAT feedback
1st Line Technical Support Analyst - Bristol employer: Itrm
Contact Detail:
Itrm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Technical Support Analyst - Bristol
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company’s values and work environment. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you’ll be dealing with technical issues, brush up on common problems and solutions. Maybe even set up a mock scenario with a friend to demonstrate your problem-solving abilities during the interview.
✨Tip Number 3
Show off your communication skills! As a 1st Line Technical Support Analyst, clear communication is key. During your interview, make sure to articulate your thoughts clearly and listen actively to any questions they throw your way.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace 1st Line Technical Support Analyst - Bristol
Some tips for your application 🫡
Show Off Your Customer Service Skills: As a 1st Line Technical Support Analyst, your ability to communicate clearly and provide exceptional customer service is key. Make sure to highlight any relevant experience in your application that showcases your knack for helping others and resolving issues efficiently.
Be Specific About Your Technical Skills: We want to see your technical prowess! When detailing your skills, be specific about your experience with Microsoft 365, Active Directory, and basic networking. Mention any tools you've used, like PSA or RMM platforms, to show you’re ready to hit the ground running.
Keep It Professional Yet Friendly: While we love a casual vibe, remember that professionalism matters too. Use a friendly tone in your application but keep it polished. This balance will reflect the kind of communication style we value in our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Itrm
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft 365, Active Directory, and basic networking concepts like DNS and DHCP. Being able to confidently discuss these topics will show that you're ready to tackle the technical challenges of the role.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided exceptional customer service in the past. Think about times when you resolved issues quickly or communicated effectively with clients. This will demonstrate your ability to handle the customer-facing aspect of the job.
✨Practice Problem-Solving Scenarios
Anticipate common technical issues you might face as a 1st Line Technical Support Analyst and practice how you would troubleshoot them. This could include login failures or software errors. Being prepared will help you think on your feet during the interview.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer support and their tools. This shows your interest in the role and helps you understand how you can contribute to achieving high first-time fix rates and maintaining SLAs.