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Are you working for an MSP or Service Desk and looking to move to a Level 1 Position?
Pond, a cutting-edge technology company with 25 years of innovation, is seeking a talented individual to join our dynamic team as a Level 1 Support Analyst.
About Us:
At Pond Group, we thrive on innovation and pushing the boundaries of what's possible with technology. For over two decades, we've been at the forefront of shaping the digital landscape for our customers providing ground breaking solutions worldwide. As a member of our team, you'll be part of a highly technical group, dedicated to excellence, cyber security, and continuous growth.
As a Level 1 Support Analyst at Pond, you'll be a key team member delivering exceptional technical support to our clients and assisting the triage team and colleagues with any issues they may have. You'll have the opportunity to work with current technology, solve challenging problems, and make a real impact on our clients' businesses.
If you receive a telephone survey from Indeed, please ensure you complete it as we review this prior to offering an interview.
Responsibilities:
1. Communicating professionally with customers, logging issues, and keeping them informed of progress.
2. Exhibiting excellent communication skills and a customer-oriented approach.
3. Minimum of 1 year experience in IT support or a related field.
4. Managing customer expectations effectively.
5. Monitoring and resolving alerts (backups, disk space, anti-virus, etc.).
6. Occasional visits to customer sites in London and the Southeast.
7. Handling support issues from triage and management.
8. Assisting with project deployments.
9. Involvement with Microsoft Autopilot and building customer devices.
10. Escalating tickets when necessary.
Required Skills and Qualities:
* Excellent verbal and written communication skills.
* Professional work ethics.
* Basic knowledge of TCP/IP networking.
* Logical thinking skills.
* Experience with Microsoft 365 (user management, password resets, etc.).
* Interest in technology and computers.
Preferred Skills and Experience:
* Strong technical support skills, especially in IT support and troubleshooting.
* Proficiency in Microsoft Office 365 applications and admin centers.
* Knowledge of Windows workstations.
* Full clean driving license (preferred).
* Support of all Microsoft Office Suite versions, including Office 365.
* Aptitude for learning new technologies.
* Basic understanding of iOS and Android devices.
* Microsoft certifications are a plus.
Working Hours:
09:00 – 17:30, Monday to Friday, with a one-hour lunch break.
Note: Due to high application volume, we may not respond to all applicants. If your CV is shortlisted, we will contact you. Please include your exact location in your CV or cover letter (not just 'London'). AI applications and bots will be ignored. No agencies, please.
Job Type: Full-time
Seniority Level
* Entry level
Employment Type
* Full-time
Job Function
* Information Technology
Industries
* Computer Networking Products
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