About the Company
We are seeking a motivated and customer-focused 1st Line IT Support Technician to join our busy support team based in Stonehouse, Gloucestershire. As the first point of contact for our clients, you will troubleshoot and resolve technical issues while providing excellent customer service.
About the Role
Provide first-line support via Microsoft Teams chat and email. Troubleshoot hardware and software issues, log and manage tickets, and connect remotely to resolve technical problems. Escalate complex issues to the 2nd Line Support team. Document solutions and create knowledge articles in accordance with ISO27001 standards. Liaise with third-party suppliers on technical and licensing issues. Maintain a proactive approach to recurring issues and ensure SLAs are met.
Responsibilities
* Provide first-line support via chat and email.
* Troubleshoot hardware and software problems.
* Manage tickets using our IT service management tool.
* Use remote-control systems to resolve issues.
* Escalate complex issues appropriately.
* Document resolutions and create knowledge articles.
* Coordinate with third-party suppliers for technical and licensing issues.
* Proactively resolve recurring issues.
* Meet all SLAs within designated timeframes.
Qualifications
IT-related certifications (e.g., CompTIA A+, ITIL Foundation) are a plus but not essential. A relevant IT degree or equivalent experience is advantageous.
Required Skills
* Experience in IT support or customer service preferred.
* Strong problem-solving skills and attention to detail.
* Knowledge of Windows desktop and server OS.
* Familiarity with Active Directory, Office 365, PowerShell, and common IT applications.
* Excellent verbal and written communication skills.
* Customer-centric attitude and ability to stay calm under pressure.
* Teamwork and collaboration skills.
Preferred Skills
We welcome applications from experienced professionals, including service leavers, veterans, reservists, and military spouses/partners. The role requires the right to work in the UK and SC security clearance. Allan Webb Ltd is an equal opportunities employer supporting the Armed Forces Covenant.
Please apply by clicking on the link.
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