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1st Line Support job in Cheadle

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Job Ref:  204702326
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Cheadle
Post Code:  SK8
Salary:  £19000 - £22000/annum
24/10/2016 08:54
As a Cheadle (Manchester) based Software company - We are looking for a 1st Line Support technician to join a busy service desk where customer care is our priority and there are opportunities to grow and excel within the business.

You will be providing 1st point of contact support for our UK customers, by email, telephone and in person. Supporting a range of technologies including, Windows XP/7 desktop users, IP telephony, networks, computer hardware, peripherals and bespoke developed applications. Training will be provided for the role.

Responsibilities of the role include:

Diagnosing and resolving technical issues
Remotely connecting to customers site to provide training/support
Training users on functionality of GPC products
Logging calls and escalating to 2nd line/R&D as per SLA's
Provide our customers with a point of ownership throughout the duration of a support call, ensuring that the customer is kept up-to-date
Swiftly escalate any customer complaints or issues to company management
Maintain and develop technical knowledge in line with Product development

Essential Skills:

Demonstrable Support & Project based working ethics
Good Computer literacy skills
PC hardware knowledge including fault diagnosis
Experience of PC set-up and installation & configuration
Good understanding of Windows XP / 7
Experience and understanding of TCP/IP, routers, switches & basic network technologies

Desirable skills:

Wider networking skills, Routing and Switching knowledge
Experience in bespoke software, hardware
Experience of Telephone systems and telephony integration


Good organisational skills
Ability to work under pressure
Problem Solving
Good communication skills
Team player
Good customer service skills.
Customer focus
Problem Ownership
Ability to manage sensitive situations
Commercial awareness

Given that the role of 1st Line support requires dialogue with our customers - it is essential that you hold a good telephone manner, and are able to communicate clearly and concisely
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