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- Tasks: Manage customer support incidents and perform operational checks in a dynamic environment.
- Company: Proact IT, a growing tech company with a focus on heritage and innovation.
- Benefits: Structured career path, in-house training, and competitive compensation.
- Other info: Flexible shift patterns and opportunities for hands-on hardware training.
- Why this job: Join a passionate team and develop your skills while making a real impact.
- Qualifications: Strong communication skills and a passion for technology.
The predicted salary is between 24000 - 28000 £ per year.
Proact IT are looking to recruit a 1st Line Customer Support Associate based within our Glasgow office.
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 Customer Support Associates to join the team and be responsible for:
- Event Management
- Operational Checks
- 1st Line Incident Management
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 can 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. 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.
1st Line Customer Support Associate employer: Proact IT UK
Contact Detail:
Proact IT UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Customer Support Associate
✨Tip Number 1
Get to know the company! Research Proact IT and understand their values, especially their focus on heritage and growth. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! As a 1st Line Customer Support Associate, you'll be diagnosing issues and responding to alerts. Brush up on your technical knowledge and think through common scenarios you might face, so you can impress them with your quick thinking.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and even lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 4
Apply through our website! We want to see your application directly, and it shows you're serious about joining us. Plus, it makes it easier for us to track your application and get back to you quickly!
We think you need these skills to ace 1st Line Customer Support Associate
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer support shine through. We want to see that you’re genuinely excited about helping others and solving problems!
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. We love seeing how your background aligns with our needs, so don’t be shy about showcasing your strengths!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the position!
How to prepare for a job interview at Proact IT UK
✨Know Your Stuff
Make sure you understand the basics of event management and incident management. Brush up on common hardware issues and how to diagnose them, as well as the importance of SLAs. This will show that you're not just interested in the role but also prepared for it.
✨Show Your Passion
Proact IT values a passion for heritage and growth. Be ready to share why you’re excited about working in customer support and how you can contribute to their mission. A genuine enthusiasm can set you apart from other candidates.
✨Ask Smart Questions
Prepare some thoughtful questions about the team dynamics, training opportunities, and the shift pattern. This shows that you’re serious about the role and want to ensure it’s a good fit for both you and the company.
✨Practice Makes Perfect
Consider doing mock interviews with a friend or family member. Focus on articulating your thoughts clearly and confidently, especially when discussing your problem-solving skills and how you handle stressful situations.