Job Title:
Junior 1st Line Support Analyst
Location:
Stokenchurch, Buckinghamshire
Reports To:
Head of Support
Department:
Support
Job Type:
Full-time, Permanent
About Us
Quadranet are a leading provider of Electronic Point of Sale (EPOS) hardware and software solutions tailored to the hospitality industry. Our mission is to empower restaurants, bars, cafés, and hotels with intuitive, reliable, and scalable EPOS systems that enhance operational efficiency and customer experience.
Job Overview
We are seeking a proactive and customer-focused Junior 1st Line Support Analyst. You will be the first point of contact for clients needing technical support with their EPOS systems. This is an entry-level role ideal for someone looking to start or build a career in IT support. Full training will be provided, with opportunities to develop your skills and progress within the team.
Key Responsibilities
* Serve as the first point of contact for all incoming support queries via phone & email.
* Provide first-line diagnosis and resolution of hospitality software such as EPOS, Reservation and Stock Management systems, including hardware (terminals, printers, PDQ machines) and software (POS applications, back-office systems).
* Log all incidents and service requests accurately and efficiently within the service management system.
* Escalate unresolved or more complex issues to the 2nd Line Support or Technical Teams in a timely manner.
* Maintain clear and professional communication with clients throughout the support lifecycle.
* Provide remote support using tools such as TeamViewer.
* Be willing to work as part of a rota on an out of hours support service. Upon completion of your initial probation period.
Skills & Experience
Essential:
* A strong interest in IT and technology (formal qualifications not required but helpful).
* Familiarity with Windows operating systems and basic network troubleshooting.
* Excellent verbal and written communication skills.
* A proactive, patient, and problem-solving mindset.
* Willingness to learn and take on new challenges.
Desirable:
* Previous experience in a customer service or technical support role.
* Familiarity with EPOS systems or hospitality environments.
* Understanding of networking concepts (routers, switches, IP addressing).
What We Offer
* Competitive salary
* Full training and career development opportunities
* Supportive and collaborative team culture
* Company pension
* The chance to work with well-known hospitality clients and exciting technologies
* Regular company socials
* Free onsite parking
Salary £24000 to £26000 dependent on experience.