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For Companies At a Glance
- Tasks: Provide first and second line IT support, managing helpdesk tickets and customer communication.
- Company: Join a dynamic IT company located near Winchester, focused on innovative tech solutions.
- Benefits: Enjoy a unique shift pattern with 4 days off every 10 days and opportunities for remote work.
- Why this job: Perfect for tech enthusiasts eager to learn and grow in a supportive environment.
- Qualifications: Experience in technical support, networking, and excellent customer service skills are essential.
- Other info: Flexible shifts include early, late, and night rotations to suit your lifestyle.
The predicted salary is between 24000 - 36000 £ per year.
A 1st/2nd Line Support Engineer/Customer Service person is required for this IT company based near Winchester.
Key Responsibilities
- Providing first and some second line support and escalation of helpdesk tickets to their customer base, working to specific SLA's.
- Providing incident management & stakeholder facing communication for customers as required (with the expectation of leading a multi manned P1 Bridge Line).
- Basic remote support and change management assistance to the customer base.
- Manage and monitor call queues ensuring adherence to customer SLA's.
Qualifications
- Experience of technical support and of computing technologies.
- Good understanding of networking, TCP/IP and Internet technologies.
- Knowledge of Microsoft O/S, with Linux an advantage.
- Passionate about IT with a constant desire to learn and advance knowledge.
- Able to work under pressure and an ability to multi-task.
- Excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
- Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross-apply knowledge.
Shift pattern
- 6 day duty cycle followed by 4 day rest period - 4 days off every 10 days (compared to a normal cycle of 4 days off every 14 days).
- 2 days of Early Rota: 07:00 to 14:00.
- 2 days of Late Rota: 14:00 to 22:00.
- 2 days of Night Rota: 22:00 to 07:00.
- 4 days off.
1st / 2nd Line Support employer: Thomas Ren Associates
Contact Detail:
Thomas Ren Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Support
✨Tip Number 1
Familiarise yourself with common IT support scenarios and troubleshooting techniques. Being able to demonstrate your problem-solving skills in a practical way during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your knowledge of networking concepts, especially TCP/IP and Internet technologies. Having a solid understanding of these areas will help you answer technical questions confidently and show your passion for IT.
✨Tip Number 3
Practice your communication skills, particularly in a customer service context. Since this role involves stakeholder-facing communication, being able to convey technical information clearly and effectively is crucial.
✨Tip Number 4
Be prepared to discuss your experience with different operating systems, especially Microsoft and Linux. Highlighting any relevant projects or experiences can demonstrate your ability to adapt and learn quickly in a technical environment.
We think you need these skills to ace 1st / 2nd Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasise your understanding of networking, TCP/IP, and any experience with Microsoft O/S or Linux.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT and your desire to learn. Mention specific examples of how you've handled pressure and multi-tasking in previous roles.
Highlight Communication Skills: Since excellent communication is key for this role, provide examples in your application that demonstrate your ability to communicate effectively with customers and manage incidents.
Showcase Problem-Solving Abilities: Include instances where you've successfully troubleshot issues or managed call queues. This will show your analytical skills and logical approach to problem-solving.
How to prepare for a job interview at Thomas Ren Associates
✨Show Your Technical Knowledge
Make sure to brush up on your understanding of networking, TCP/IP, and Microsoft operating systems. Be prepared to discuss any relevant experience you have with these technologies, as it will demonstrate your capability for the role.
✨Demonstrate Customer Service Skills
Since this role involves a lot of customer interaction, be ready to share examples of how you've provided excellent customer service in the past. Highlight your communication skills and ability to handle difficult situations calmly.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to troubleshoot an issue under pressure and be ready to explain your thought process and the steps you took to resolve it.
✨Express Your Passion for IT
Let your enthusiasm for technology shine through during the interview. Talk about any personal projects or learning experiences that showcase your desire to grow in the IT field, as this aligns well with the company's values.
