First Line Support

Location: Princes Risborough

Salary: £20,000 - £24,000

Benefits: 25 days holiday, Pension, Employee recognition platform

About the role:

Our client is looking for a First Line Support Consultant to join their expanding team. The company supports the excellence in education by supporting schools to reach their full potential of technology in order to improve the standard of their ICT provisions and deliver effective teaching and learning through ICT solutions.

The successful person will work as part of an existing team and will be responsible for providing IT support on a variety of IT applications/systems to schools and the company’s consultants; and you will be the first point of contact for telephone enquiries relating to the school’s technical support needs.

You must have a full UK driving licence.

Main Responsibilities:

• Daily monitoring of the support call logging system

• Logging of all support calls in line with support procedure

• Providing 1st line technical support, responding to, and resolving support queries

• To maintain a high degree of customer service when responding to support issues

• To take ownership of support issues and seek closure ensuring all relevant support procedures are followed

• Escalation of more complex calls to the relevant support team member

• Installation configuration and deployment of new and existing hardware in line with defined procedures

• Installation configuration and deployment of new and existing software in line with defined procedures

• Daily reporting of support issues and tickets status in line with procedures

• Participation in an out of hours support rota if required

Essential experience:

• Proven experience in a similar IT support role with end user facing responsibilities, ideally within an educational environment

• Previous 1st line support experience or equivalent

• Previous experience of a call logging systems and remote support tools

• Strong knowledge of Microsoft products and operating systems

• A good understanding of PC hardware

• A good understanding of server environments and Active Directory

• A good understanding of networking

• Excellent telephone and customer service skills

• You must be educated to GCSE or similar

The role is offered on a full-time and based at the Princes Risborough office, and the successful candidate will require an enhanced Disclosures & Barring Service check.

Benefits:

• Pension scheme

• 25 days holiday

• Online retail discount vouchers

• Electric/Hybrid car scheme, Cycle scheme

• Eye care voucher scheme

• Mental Health First Aid

• Employee Assistance Programme and Employee Recognition scheme

INDIT