Technical support analyst

Were seeking an ambitious and experienced 1st Line Technical Support Analyst who loves problem solving. As a Technical Support Analyst in Tier 1, you will work closely with Technical Support Analysts to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. This individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs. This job may include site visits if required.

Key Responsibilities

* First point of contact for IT support queries (phone & Ticket System)
* Providing 1st line remote support and escalating when needed.
* Managing customer requests such as installations, user account changes, and updates
* Daily/weekly security/health and backup checks
* Contributing to and improving our knowledge base system
* Assisting project engineers on a variety of client projects
* Offering basic training and guidance to customers
* Contacting 3rd party vendors

Essential Requirements