1st Line Technical Support

Kinetic Office Recruitment Ltd
£16,000 - £20,000
19 Oct 2016
18 Nov 2016
Contract Type
1st Line Technical Support
£16,000 - £18,000

About them

Our client has many companies within the group and it is expanding. They put their staff and customers at the forefront of their business and as a result have a successful group of companies with an excellent reputation and loyal employees.


To provide first line technical support on all systems and services used by all employees. To maintain accurate records of technical resolutions, to escalate issues to the relevant person if necessary and to effectively manage the expectations of key stakeholders with regular updates.

Duties & Responsibilities

- Provide first line support to customers via telephone/email/remote support
- Diagnose customers problems
- Report and track faults through our Helpdesk system
- Keeping customers up to date at all times
- Working with our 2nd line support staff as needed
- Escalating IT issues to line manager where necessary
- Diagnosing and resolving technical issues
- Undertaking small to medium-sized IT projects as instructed by line manager
- Providing desktop support
- Setting up and configuring new laptops and desktops
- Installing authorised software to laptops and desktops
- Fault finding to laptops and desktops
- Reporting faults and maintaining logs on desktops and laptops
- Completing internal user hardware moves
- Patching of network and phones
- Ensuring all logs for equipment and users are maintained
- Creating purchase requisitions for IT hardware/software
- Ensuring licensing for all software purchased is recorded and maintained
- Any other duty as assigned by your Line Manager

Knowledge and Qualifications

- Comprehensive knowledge of MS office package
- Basic knowledge of PC hardware.


- Managing multiple tasks concurrently
- Experience working in a customer service role, preferably in an IT capacity
- Previous experience of in-house systems would be beneficial

Skills and Competencies

- Good communication skills both written and verbal including the ability to articulate technical concepts to non-technical stakeholders
- Time management and prioritisation
- Attention to detail
- Problem solving
- Decision making/problem solving in a professional capacity
- Presentation skills

Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.

More jobs like this