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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: Competitive salary, 33 holidays, private health care, and a structured career path.
- Other info: Flexible shift patterns and opportunities for career progression in IT.
- Why this job: Join a supportive team and develop your skills in a fast-paced IT environment.
- Qualifications: Passion for customer service and a willingness to learn about IT systems.
The predicted salary is between 27758 - 27758 £ 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
- 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 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 & 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.
Salary: £27,758.64 per 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
1st Line Customer Support Associate in Glasgow 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 in Glasgow
✨Tip Number 1
Get to know the company! Research Proact IT and their values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their culture.
✨Tip Number 2
Practice makes perfect! Before your interview, run through common customer support scenarios. Think about how you'd handle system alerts or diagnose issues. This will help you feel more confident when discussing your problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Proact team. Let’s get you that job!
We think you need these skills to ace 1st Line Customer Support Associate in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the 1st Line Customer Support Associate role. Highlight any relevant customer service experience and technical skills that show you can handle operational checks and incident management.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for IT and customer support. Mention why you want to join Proact and how you can contribute to the team in Glasgow.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. This will demonstrate your ability to diagnose issues and respond effectively, which is key for this position.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team!
How to prepare for a job interview at Proact IT UK
✨Know Your Stuff
Make sure you understand the basics of customer support and the specific responsibilities mentioned in the job description. Brush up on event management, operational checks, and incident management. Being able to discuss these topics confidently will show that you're serious about the role.
✨Show Your Passion
Proact IT is looking for dedicated individuals with a passion for heritage and growth. Be prepared to share why you’re excited about this opportunity and how your values align with theirs. A genuine enthusiasm can set you apart from other candidates.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills. Think of examples where you've successfully handled customer issues or technical problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Ask Smart Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, training opportunities, or the company’s future plans. This shows that you’re not just interested in the job, but also in how you can grow within the company.