1st Line IT Support

Our client seeks a 1st Line IT Support Analyst with prior experience as the initial point of contact for all technical customer support, to help enhance growth within the Construction Sector and other targeted industries. You will be pivotal in the monitoring of incoming incidents via the ITSM system, phone, email, and live chat software. The mission is to connect the disconnected, bridge the connectivity gap, and unlock the full potential of all those we support.

As the market leader in the UK construction sector, our client provides advanced wireless connectivity, IOT solutions and professional services, enabling our customers to solve their most critical technology challenges, IOT technologies and Digital Transformation. They remain dedicated to connecting the disconnected, utilising enterprise-grade wireless technologies such as 5G FWA, LEO Sat, and 5G Private Cellular Networks, to name a few.

About You
As an ambitious and dynamic individual, you possess a proven record in 1st Line Support within a NOC environment. You have an ability to engage stakeholders at all levels and understand how the Service Desk function contributes to the overall customer experience. You have a passion for all things IT and a dedication toward world-class customer service.

Key Responsibilities

• Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets.
• Achievement of SLA's: Respond within agreed service levels.
• Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure.
• Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation.
• User Account Processing: Creation, blocking, removal and alteration of user accounts and user access as part of the starter, leaver and role change process.
• Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
• Ad Hoc On-Site Support: Attend customer sites or events to provide technical services, for which ample training will be provided. Services include installations, decommissions, triage, representation and learning.

Desirable Qualifications and Experience
Qualifications

• Vendor specific qualifications (Cradlepoint, Ruckus & others).

Experience

• • Proven hands-on experience within a Service Desk.
  • Understanding of Network topology and troubleshooting.

Benefits

• 25 days annual leave as standard, with options to get more time off.
• Enhanced Pension.
• Enhanced Maternity/Paternity Leave.
• Death in Service (4x salary).
• Unique benefits points scheme giving access to lucrative offerings.
• Modern and progressive office space.
• Free Parking.
• Caf , Gym and Restaurant on-site.
• Opportunity to work with a dynamic and innovative team.
• Chance to make a significant impact on the growth of a successful company.

If you know someone suitable for this role, share the word and through our referral scheme receive up to 250! Click here for further details on our recommendation scheme. This is just one of the many roles we are working on at the Sammons Recruitment Group. Please visit our website (url removed) for full details on all Permanent, Temporary and Contract career opportunities we are actively seeking candidates for. Recruiting on the basis of Talent, we are committed to supporting and promoting diversity in the workplace and consider all applications. Any salary advertised is for search purposes only. If you have not heard from us within 7 days you will have not been successful on this occasion, however, we would welcome your application for alternative vacancies.