Join to apply for the IT 1st Line Support role at SignVideo by Sorenson
Company Summary
Sorenson Communications and its subsidiaries, SignVideo and Sign Language Interactions, are committed to connecting people every day by providing communication access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavours, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.
First-Line IT Support Responsibilities
Role Overview
As a first-line IT support professional, your primary responsibility is to assist both internal colleagues and independent contractors with a variety of technical and customer service issues. Support is provided through multiple channels, including online chat, phone, and email, ensuring that users receive timely and effective assistance.
Hardware and Software Support
You will be expected to address a broad range of hardware and software problems, guiding users through troubleshooting procedures and delivering clear, concise solutions. This may include helping colleagues with issues related to their computers, peripherals, or installed applications, and ensuring that their equipment functions optimally within the organisation’s IT environment.
Equipment Setup and Configuration Management
Your responsibilities also extend to assisting with the setup and installation of equipment for colleagues. This includes configuring devices and managing backend systems on specific interpreting platforms, ensuring that all equipment is properly installed and ready for use.
System Monitoring and Maintenance
A key aspect of this role involves the ongoing monitoring and maintenance of IT systems. You will be required to ensure that all systems operate efficiently and reliably. This consists of promptly logging and tracking support requests, escalating any issues where necessary, and following up diligently to ensure that each problem is fully resolved and that users are satisfied with the outcome.
Security Remediation Support
In addition to providing first-line support, you will collaborate with an experienced team to undertake security remediation tasks. This involves identifying and addressing threats and vulnerabilities, working proactively to prevent security breaches, and taking measures to limit the potential impact of any attacks.
Job Title: IT 1st Line Support
Hours: 37.5 hours per week / Full Time / Overnight and Weekend support is essential
Report to: Director of IT
Department: IT
Job Start: ASAP
Application Closing Date: 05/12/2026
Candidates must be eligible to work in the UK. We will not be able to provide visa sponsorship for this position. Due to the volume of expected applications, only selected candidates will be contacted.
IT support
* To provide 1st line technical support; answering support queries via online chat, phone, email and update the CRM records.
* To prioritise and address customer IT feedback to meet internal or external deadlines.
* To meet deadlines promptly and inform the Head of IT if deadlines cannot be reached.
* To support users that are either on-site or remote.
* To maintain accurate CRM database records for support queries & adhere to IT support delivery principles.
* To take ownership of service user (customer) problems and be proactive when dealing with service user issues.
* To log all calls on the call logging system.
* To respond to all enquiries from customers and help them resolve any hardware or software related problems.
* Support users in the use of supplied and/or third-party equipment by providing necessary training and advice.
* To elevate more complex calls to the Director of IT and/or our external contractors, following up at all stages to ensure a full solution has been delivered and all details are logged within our systems.
* To liaise with customers IT support personnel to ensure external technical support is provided when this cannot be resolved in-house.
Other support
* Liaise with the Sales team to provide updates on new customers and services.
* Carry out daily customer systems checks, reporting to the Director of IT when necessary.
* Ensure accuracy of provisioning of hardware and/or software and test in-house prior to dispatch.
* Carry out in-house system testing of our networks – both internal and external on a regular basis.
* Undertake research and testing of new products/software and reporting back to the business on these findings.
* Carry out any other reasonable IT functions, as directed by the Director of IT.
Education/Experience
* Minimum of GCSE/A-Level qualifications required.
* Post-secondary school education, relating to IT and any other IT/Network related qualifications or training are also desirable.
Knowledge, Skills & Abilities
* Previous customer support (face to face, online and/or telephone) experience required in a similar environment.
* Excellent interpersonal skills relating to the support of customers via telephone, email and/or other online avenues.
* Strong troubleshooting skills and the ability to creatively resolve issues by drilling down the to establish root cause.
* Basic understanding of PC hardware setup and configuration.
* Hands on approach and a willingness to learn.
* Flexibility & the adoption of a proactive approach at all times.
* Ability to communicate in British Sign Language would be useful.
We can offer you
* Vitality Private Health Insurance
* 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years’ service
* Cycle Scheme
* British Sign Language Level 1, 2 & 3
* Life Relevancy Plan
* Company Sick Pay
* We Care Service
We are Equal Opportunities Employer
We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of any protected characteristics from the Equality Act (2010). We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
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