Technical Support Operative - Level 1

Concept IT
£17,000 per annum
01 Aug 2017
18 Aug 2017
Contract Type
Full Time

Job title and location:

Technical Support Operative Level 1 – Telford

WHO? Would you be working for?

Working for a well-known organisation providing 24/7/365 1st line support and technical assistance to clients in professional and timely manner.

WHAT? Are they looking for?

Essential –

  • 5 GCSEs as a minimum including English & Mathematics at Grade C or equivalent
  • Experience dealing and working with customers.
  • Experience of Windows operating systems
  • 6 months experience on service desk or in similar customer facing role.
  • Telephone and written communication skills at a high standard
  • Ability to work effectively under pressure from customers and suppliers
  • Able to use MS office packages effectively
  • Able to take in and retain information quickly and accurately
  • Highly organised – works well to deadlines
  • Tailors information to the audience – i.e. translates technical information to a non-technical audience
  • Assertive, but able to remain cool, calm and professional under pressure.
  • Passionate about delivering customer service excellence
  • Excellent attention to detail
  • Have excellent interpersonal skills
  • Own transport

HOW? Will you be working?

  • Telephone support for customers, including logging of issues on internal systems;
  • Email support for customers, including logging of issues on internal systems;
  • Communicate with 3rd parties including fault logging;
  • Collaborate with Line 1 and Line 2 teams to achieve fault resolution;
  • To provide support during out of hours as per your contract and when scheduled to maintain the quality of customer service;
  • To administer the configuration of all new Entanet accounts;
  • To process all Viper Server administration;
  • To diagnose customers problems as methodically and efficiently as possible;
  • To conduct domain name administration;
  • To ensure customer compliance with acceptable use policy via processing of abuse reports.
  • To liaise with other Support Teams and the Systems Department to discuss Technical escalations;
  • To make regular courtesy calls to the company’s key customers to ensure the service provided to them is maintained at a high standard;
  • Taking and replying to Reseller, Viper and End user technical support queries by telephone, fax, email or letter in a prompt and professional manner;
  • Provide cover undertaking customer router installs when required;
  • Keep up to date with knowledge of the company’s service portfolio;
  • Liaise with other internal departments over any customer queries/disputes;
  • To suggest improvements to management and team leaders in relation to working practices;
  • To work within a team and keep a pleasant working environment;
  • To continually keep abreast of new procedures and implement when necessary;
  • Any other tasks that may occur from day to day within the department.

WHY? Should you apply?

  • Opportunity to join a fast-growing company
  • Ongoing training and opportunities for career development

WHEN? Do they need people?

  • ASAP – 4 weeks/long notice periods will not have any negative effect on your application.

Apply Now!

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