1st Line IT Support

England, West Midlands, Wolverhampton
£20000 - £25000 per annum
08 Jan 2018
22 Jan 2018
Recruitment Genius Ltd
Contract Type
Full Time
This position is based in Albrighton

This software solutions company provides publishing workflow and delivery systems to the design, marketing and publishing sector. This role will give the candidate the opportunity to work in the fast moving world of digital and print media, across a number of platforms including:

- Desktop (OSX, Windows)
- Web
- Mobile and Tablet (iOS, Android)

The Role:

The successful 1st Line IT Support candidate will be required to do the following:

- To be part of a support team of 3 to look after over 500 users.
- Taking inbound calls from customers with technical issues providing a high level of customer service;
- Maintain a high degree of customer service for all support queries including ownership, feedback, allocation and follow up;
- To take ownership of user problems and be proactive and understanding when dealing with user's issues - ultimately provide help and advice to users of our products;
- To ensure all calls and tickets are raised with detailed information of user issues accurately on the support Ticket Management system;
- Investigation and diagnosis of product faults and problems - this will include testing of system locally and re-producing the problem
- Escalating any complex incidents to the development team providing accurate and detailed bug reporting
- Installation, configuration and working on both Windows and Mac based desktop operating systems;
- Testing of new releases of our products including producing and managing any problems with the release.
- Online customer training in our products

The Candidate:

They are looking for strong Customer service applicants with the following experience:

- This role will suit an outgoing and motivated individual already in, or hoping to start, an exciting and rewarding career as an IT Help Desk Support Analyst/Technician.
- Have a genuine passion for IT and be willing to look for opportunities to assist customers and undertake day to day product Support.
- Will need to have an excellent telephone manner with strong attention to detail and the ability to work under pressure.
- Have a flexible approach to working.

Alternative Job Titles: Technical Consultant, Service Engineer, 1st Line Support Technician, IT Support Engineer, Support Technician, I.T. Help Desk Support Analyst

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