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- Tasks: Provide first-line technical support and resolve issues via phone, email, and service desk.
- Company: Join a dynamic software solutions provider focused on innovative, user-centric platforms.
- Benefits: Enjoy hybrid working options, structured training, and career progression opportunities.
- Why this job: Contribute to real-world tech solutions in a supportive team that values your insights.
- Qualifications: Previous customer-facing or technical support experience and strong communication skills required.
- Other info: Participate in a shared on-call rota after probation; ideal for tech enthusiasts!
The predicted salary is between 28800 - 48000 £ per year.
Job Description
Job Title: 1st Line Technical Support Technician
Why Join Us?
- Join a growing software solutions provider focused on delivering innovative, user-centric platforms across multiple industries.
- Work in a supportive team environment with structured onboarding, training, and progression opportunities.
- Enjoy a path to hybrid working following initial in-office integration and performance review.
- Contribute directly to the development and improvement of real-world technology solutions.
- Collaborate closely with product and development teams in a company that values customer insight and continuous improvement.
Key Role Responsibilities:
- Provide first-line technical support via phone, email, and service desk systems, ensuring timely issue triage and resolution.
- Document, escalate, and track support tickets accurately using internal systems.
- Conduct testing of bug fixes and new product features in collaboration with development teams.
- Assist in maintaining support documentation, training materials, and internal knowledge bases.
- Support IT equipment setup for office users and new starters, including hardware and software configuration.
- Participate in a shared on-call rota following successful completion of probation.
Key Attributes Required:
- Previous experience in a customer-facing or technical support environment.
- Strong communication skills, with the ability to prioritise and document technical issues effectively.
- Basic understanding of troubleshooting software and systems.
- A problem-solving mindset with a proactive approach to learning and process improvement.
- Desirable: Familiarity with support ticketing tools, Microsoft administration tools (e.g. Entra ID, Intune), cloud technologies (e.g. AWS), or relational databases (e.g. PostgreSQL).
First Line Support employer: Robertson & Sumner Ltd
Contact Detail:
Robertson & Sumner Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support
✨Tip Number 1
Familiarise yourself with common support ticketing tools and software used in technical support roles. This knowledge will not only help you during the interview but also demonstrate your proactive approach to learning.
✨Tip Number 2
Brush up on your communication skills, as they are crucial for a First Line Support role. Practice explaining technical issues in simple terms, which will show your ability to connect with customers effectively.
✨Tip Number 3
Gain a basic understanding of troubleshooting techniques and common software issues. Being able to discuss these topics confidently can set you apart from other candidates.
✨Tip Number 4
Research our company culture and values. Understanding what we stand for will help you align your answers during the interview and show that you're genuinely interested in being part of our team.
We think you need these skills to ace First Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing or technical support roles. Emphasise your communication skills and any familiarity with troubleshooting software and systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving mindset and proactive approach to learning. Mention specific examples of how you've contributed to process improvements in previous roles.
Highlight Technical Skills: If you have experience with support ticketing tools, Microsoft administration tools, or cloud technologies, be sure to mention these in your application. This will demonstrate your readiness for the role.
Follow Application Instructions: Carefully read the job posting for any specific application instructions. Ensure you submit all required documents and format them as requested to avoid any issues during the review process.
How to prepare for a job interview at Robertson & Sumner Ltd
✨Showcase Your Customer Service Skills
Since the role involves providing first-line support, it's crucial to demonstrate your customer service experience. Share specific examples of how you've effectively communicated with customers and resolved their issues in previous roles.
✨Familiarise Yourself with Technical Tools
Brush up on any relevant technical tools mentioned in the job description, such as support ticketing systems or Microsoft administration tools. Being able to discuss these tools confidently will show your preparedness for the role.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical issues. Prepare a few scenarios where you successfully troubleshot problems, highlighting your problem-solving mindset and proactive approach.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions about the team dynamics, training processes, or the company's approach to continuous improvement. This shows your genuine interest in the role and the company.
