1st Line Support Agent
| Posting date: | 13 May 2025 |
|---|---|
| Salary: | £24,242.40 per year |
| Hours: | Full time |
| Closing date: | 27 May 2025 |
| Location: | Acton Gate, Stafford |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Converge Technology Solutions UK |
| Job type: | Permanent |
| Job reference: | ATR1215 |
Summary
Do you have a passion for Technology? Do you have the drive to succeed? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company?
We are seeking a 1st Line Support Agent to join our Managed Services and Support team. You'll be the first point of contact for our customers, ensuring their issues are resolved efficiently and effectively.
If this sparks your interest, and you are looking for the next step in your career, then look no further.
Main Responsibilities
To maintain a high degree of customer service for all Warranty and Support queries and adhere to all Service Management principles
To assist 2nd line Support agents whilst maintaining accurate task records in the service desk system
Proactively help resolve 1st, 2nd line tickets where required and able
Review monitoring alerts to ensure clients system health is not compromised
Use diagnostic tools (hardware & software) and analysers to troubleshoot system/network performance issues
Measures of Performance
Customer feedback.
Response and resolution of incidents and requests within SLA.
What we are looking for:
Essential Qualifications:
Good standard of education with grade C or equivalent in Maths and English.
Desired Qualifications:
A-Level in English and/or Maths.
CompTIA A+.
Essential Experience:
Microsoft Windows 7 & 10, Office 2013 onwards.
Basic understanding of broadband connectivity and LAN networking.
Knowledge of computer hardware components.
Desired Experience:
Microsoft Windows Server operating systems.
Broad understanding of networking technologies and principles.
Knowledge of Hyper-V, Failover Clustering, and Microsoft Storage Space Direct.
Knowledge of key infrastructure platforms and tools (e.g., Microsoft Server, Active Directory, Exchange On-Premise, Microsoft 365).
Understanding of WAN & LAN networking concepts.
Job details:
This is a full time position - 37 hours per week - Hybrid
We are seeking a 1st Line Support Agent to join our Managed Services and Support team. You'll be the first point of contact for our customers, ensuring their issues are resolved efficiently and effectively.
If this sparks your interest, and you are looking for the next step in your career, then look no further.
Main Responsibilities
To maintain a high degree of customer service for all Warranty and Support queries and adhere to all Service Management principles
To assist 2nd line Support agents whilst maintaining accurate task records in the service desk system
Proactively help resolve 1st, 2nd line tickets where required and able
Review monitoring alerts to ensure clients system health is not compromised
Use diagnostic tools (hardware & software) and analysers to troubleshoot system/network performance issues
Measures of Performance
Customer feedback.
Response and resolution of incidents and requests within SLA.
What we are looking for:
Essential Qualifications:
Good standard of education with grade C or equivalent in Maths and English.
Desired Qualifications:
A-Level in English and/or Maths.
CompTIA A+.
Essential Experience:
Microsoft Windows 7 & 10, Office 2013 onwards.
Basic understanding of broadband connectivity and LAN networking.
Knowledge of computer hardware components.
Desired Experience:
Microsoft Windows Server operating systems.
Broad understanding of networking technologies and principles.
Knowledge of Hyper-V, Failover Clustering, and Microsoft Storage Space Direct.
Knowledge of key infrastructure platforms and tools (e.g., Microsoft Server, Active Directory, Exchange On-Premise, Microsoft 365).
Understanding of WAN & LAN networking concepts.
Job details:
This is a full time position - 37 hours per week - Hybrid
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.