1st Line Support Technician
The 1st Line Support Technician plays a crucial role in maintaining the operational efficiency of IT services at Stonemere. As the first point of contact for clients experiencing technical issues, this position requires a proactive approach to problem-solving and exceptional communication skills.
Technicians will address a variety of challenges, from software glitches to hardware malfunctions, all while ensuring a seamless customer experience. Emphasising teamwork and collaboration, the 1st Line Support Technician contributes to a dynamic work environment aimed at supporting clients and enhancing their productivity. If you are eager to develop your IT skills and be part of a dedicated team, this role offers the perfect opportunity to kick-start your career in technology.
Key Responsibilities
- IT Support: Provide technical support to users experiencing software or hardware issues.
- Ticket Management: Record and prioritise tickets to ensure efficient resolution of tasks.
- Fault Finding: Identify, analyse, and solve technical problems to prevent future issues.
- Escalation: Escalate unresolved issues to 2nd line support when necessary.
- Site visits: Attend client sites to resolve on-site issues. Must have a valid UK driving licence.
Skills & Knowledge
For the position of 1st Line Support Technician, possessing certain skills and knowledge can significantly enhance your effectiveness and facilitate career advancement within Stonemere. Key areas of focus include:
- Technical Support Skills: A strong ability to assist users with software and hardware issues, troubleshooting problems efficiently.
- Communication Skills: Excellent verbal and written communication capabilities to convey technical information clearly and collaborate with clients and team members effectively.
- Customer Service Orientation: A commitment to providing high-quality support and ensuring a positive experience for clients, often necessitating patience and empathy.
- Problem-Solving Skills: The capability to identify issues, analyse problems, and implement effective solutions quickly, minimising downtime for clients.
- Organizational Skills: Strong ability to manage multiple support tickets, prioritize tasks, and track the progress of troubleshooting efforts.
- Basic IT Knowledge: Familiarity with common software applications, operating systems, and hardware components, as well as understanding network concepts.
- Attention to Detail: Precision in documenting issues, resolutions, and client interactions to maintain accurate records for future reference.
- Team Collaboration: The ability to work seamlessly with other support levels and departments to ensure comprehensive service delivery and escalation when necessary.
These competencies will not only support your daily responsibilities but also contribute to your growth within the company.
Key Info
Employer: Stonemere IT
Location: Hull, HU7
Wage: £20,000-£24,000 per year
Job Type: Permanent
About the Employer
At Stonemere, we pride ourselves on delivering high-quality IT support and technology solutions to organisations of all sises. With a wealth of experience and a passion for IT, we are committed to providing intelligent solutions that we use ourselves. Our clients span various sectors including businesses, charities, schools, and universities. Our mission is to save you time by managing your IT systems, allowing you to focus on growing your business.