1st Line Technical Support Analyst 

Derby, Derbyshire
c£20,000 Plus Private Health Care, Free Broadband, Pension 
30 Nov 2016
28 Dec 2016
IT, IT Support
Contract Type
Full Time

1st Line Technical Support Analyst 
Derby, Derbyshire 
c£20,000 Plus Private Health Care, Free Broadband, Pension 

This role represents an exceptional opportunity for a 1st line support professional with a strong grasp of Microsoft technologies to take on a fresh challenge with one of the leading IT services companies in the UK. 

Our client specialises in providing data centre, cloud, connectivity and voice solutions. As a result of their continued structured growth, they are now seeking a 1st Line Technical Support Analyst to join their team. 

Offering a very strong culture and passionate teams of industry experts, our client also provides an excellent array of benefits proving that they value their personnel and understand that they couldn’t have achieved their industry-leading position without their extraordinary people. 

As a 1st Line Technical Support Analyst, you’ll be tasked with providing industry-leading support to our client’s customers and partners in the resolution of incidents, issues and problems. 

Raised via system monitoring tools, a ticketing system, inbound calls and other means, queries must be managed through to resolution to ensure maximum customer satisfaction. 

You will resolve and close problems and issues in line with SLAs, responding to inbound incident calls from managed service customers and receiving tickets raised via portals and network monitoring systems. 

Diagnosing and resolving problems, your will capture key information and record it, assess and prioritise incidents and manage helpdesk tickets. As necessary, you will escalate problems to the third line engineering teams, keeping customers updated with their progress at every point possible. 

Additionally, you’ll undertake hardware work, set up new users and take part in a range of server admin, troubleshooting and second and third line desktop support activities. 

The environment you will join is one of passion and excitement as the company expands into new markets and introduces new product ranges. You’ll be a vital, post-sales interface between the company and the customer base and will develop an understanding of why they put their customers first. 

Although this is primarily an office based role offering remote assistance to users, on occasion, you may be required to travel to customers’ sites to resolve an issue or undertake planned maintenance. 

Interested? If so, you must have: 

- Previous experience in a 1st line IT support position 
- Strong working knowledge of Microsoft Office Suite, Windows Win7/XP / Windows 2003/2008 

The ideal 1st Line Technical Support Analyst with have experience of the following: desktop support, Citrix support, server administration, Active Directory and/or Microsoft Exchange, VMware ESXI or Microsoft Hyper V. 

An ITIL Foundation qualification would also be beneficial, as would a driving licence and experience of using network monitoring tools. 

To apply for the role of 1st Line Technical Support Analyst, please apply via the button shown. 

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. 

Additional Keywords: 1st Line Technical Support Analyst, 1st Line Support Analyst, 1st Line Support Analyst, Desktop Support Technician, Helpdesk Support Analyst, IT Support Engineer.