At a Glance
- Tasks: Join us as a 1st Line Technical Consultant, tackling incident management and operational checks daily.
- Company: Proact is a pan-European data management specialist focused on innovation and career development.
- Benefits: Enjoy a competitive salary, 33 holidays, private healthcare, and options for extra leave.
- Other info: Structured career progression with in-house training and opportunities to advance through 1st, 2nd, and 3rd Line.
- Why this job: Be part of a diverse team, embrace challenges, and grow your IT skills in a dynamic environment.
- Qualifications: A passion for technology and a full/clean driving license are essential for this role.
The predicted salary is between 27520 - 38528 £ per year.
At Proact, we’re a pan European data management specialist with a focus on unlocking the power of data through strategy, storage, connectivity, and security. But that’s only part of our story….
We’re also here to break the mould. To stake new ground. To do things differently. And we’ve created a fast-paced, people-first working environment with a focus on innovation, learning and career development that encourages you to do just that.
Here, you can bring your whole self to work as you’ll be part of a truly diverse organisation, working with both local and national customers. You can act with integrity, act with commitment, and act with excellence in mind. And you can embrace change, seek out new challenges, and learn by doing. All as part of a team with a shared sense of direction. One that’s enabling innovation, accelerating growth, and disrupting entire industries.
Job description
1st Line Technical Consultant
Proact IT are looking to recruit a 1st Line Technical Consultant based within our Glasgow office.
Requirements
With a passion for heritage and successful growth figures year on year, we want to develop our UK operations, expanding our European Operation and Support Centre based in Glasgow. We are looking for talented, dedicated 1st line Operation Consultants to join the team and be responsible for Event Management, Operational Checks and 1st Line Incident Management.
Responsibilities
- Incident Management
- Operational Checks
- Event Management
- Customer Services
You will be responding to system triggered alerts on supported customer and in-house systems, including restarting services, diagnosing hardware failures and analysing system and application log files for software issues.
Over a 4-day-on, 4-day-off shift pattern, rotating between days and nights, you will also be responsible for analysing supported systems to detect and raise incidents for issues that may not have been reported by monitoring tools (event management).
New incidents and alarm logging with the appropriate priority is key, as is ensuring they are responded to and resolved within contracted SLA’s. No two days are ever the same.
New recruits that hold a full/clean driving license will also be included in our Product Support Group rota. You will be given in-house hardware training on NetApp filers which will give you the skills to carry out onsite diagnostics and installation of parts. PSG staff are compensated for being included on this rota.
Career Progression
Proact provide a structured career path that can match your own personal ambitions. As a business Proact are aligned to the four key industry competencies in Virtualisation, Data, Security & Mobility. Employees with the right attitude and desire to succeed can progress through 1st, 2nd and 3rd Line, developing their own skill sets and realising their potential in IT. We offer our own in-house training on the tooling and services we use, eLearning on our core technologies and bespoke training tailored to your job role.
Benefits
- Salary:£27,520.00per annum
- 33 holidays plus your birthday off
- Company Pension Scheme
- Private comprehensive health care cover with AXA
- 3 charity days fully paid/ year
- Option to purchase another 5 days annual leave
- Company laptop
1st Line Technical Consultant Support/ Service Desk · Glasgow employer: Proact IT (UK) Ltd
Proact is an exceptional employer that champions a people-first culture, fostering innovation and personal growth within a dynamic team environment in Glasgow. With a commitment to employee development through structured career paths and comprehensive training, we empower our staff to excel in their roles while enjoying generous benefits such as a competitive salary, extensive holiday allowance, and private healthcare. Join us to be part of a diverse organisation that values integrity, commitment, and excellence, all while making a meaningful impact in the data management industry.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Technical Consultant Support/ Service Desk · Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Proact IT (UK) 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 Proact IT (UK) 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 Technical Consultant Support/ Service Desk · Glasgow
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 Proact IT (UK) Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Proact IT (UK) 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 Proact IT (UK) Ltd!
How to prepare for a job interview at Proact IT (UK) 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.
