1st Line Support

Salary:£19,000 - £23,000


1st Line Support – Godalming – £19,000 – £23,000


You will be responsible for:


  • Responding to, logging and managing calls from clients requiring technical assistance, primarily relating to general networking issues, Microsoft and Citrix Products from first through to third line level.
  • Remotely assisting customers with issues and seeking a resolution.
  • Maintaining frequent communication with clients to keep them informed of the status of their queries.
  • Liaising with third parties in order to resolve client issues.
  • Working within a defined service level agreement.
  • Keeping customers and internal contacts informed of progress on calls.
  • Managing a queue of calls, responding according to priority, closing calls efficiently and re assessing your workload each day, reassigning calls where appropriate.
  • Researching technical problems that you are not familiar with, in order to find a fast and effective resolution for the client.
  • Supporting on site engineers with research and assistance.
  • Trouble-shooting and solving client queries quickly and efficiently.
  • Handing over calls for queries for which you cannot find a resolution or to ensure the most efficient spread of the workload across the whole team.
  • Taking part in a rota of first line support provision.
  • Ensuring that you deliver a professional, customer focused service at all times.
  • Ensuring a good relationship between contracted support customers and colleagues.
  • Ensuring that onsite engineers are briefed on the history of support calls where appropriate.
  • Making recommendations for improvements to the Support Manager
  • Attending Supplier product briefings and training courses.
  • Maintaining industry accreditations and attending relevant training courses.
  • The timely and accurate completion of internal paperwork and systems, including the customer database.
  • Ensuring that all of your activities are completed in accordance with the company’s ISO procedures.
  • Working with other members of the team to ensure that the highest standards of customer care are delivered at all times.
  • Assisting in other areas of the business if required, to cover sickness, holidays or client needs.
  • Attending and participating in company meetings.
  • Ensuring that you maintain clear, polite, well-spoken contact with all clients regardless of their attitude.
  • Maintaining a professional image at all times.


Key Measurable Factors


  • The performance of the Support Department against the agreed Service Levels.
  • The detail of your call logging in the support database.
  • The length of time taken to close support calls and the number of calls remaining open at the close of each business day.
  • Good timekeeping, attendance rates and punctuality.
  • The general relationship between our organisation and our clients, in particular those who hold a support contract.
  • Ability and technical knowledge to solve client queries and explain them clearly to the client.
  • Good communication between Support, Operations, Sales and the client at all times.
  • Ongoing performance of your key tasks in accordance to the ISO 9001protocols.


Person Specification


You will be:


  • An IT professional with a broad range of network environment experience.
  • Able to understand how IT impacts on a client’s profitability and business efficiency.
  • Happy to turn your hand to new technical issues and solutions, and enjoy problem solving and fault finding.
  • Smart, well presented with strong written and verbal communication skills.
  • Well organised with an ability to manage a demanding workload and understand client priorities.
  • Genuinely interested in the IT industry, with a personal drive to keep your skills and knowledge up to date or ahead of the game.
  • A “people person” who can keep calm in stressful situations and explain technical solutions to non technical end users.
  • A team player, focussed on delivering good service, supporting clients and colleagues but able to work independently.
  • Committed to your work, flexible in your approach and willing to go the extra mile on a daily basis.


Technical Skills


A broad range of technical skills are required for this role, and training will be provided for any areas where you don’t have strong knowledge. The following skills would be a particular advantage


  • Windows Server Operating Systems
  • Windows Desktop Operating Systems
  • MS Exchange Server
  • Anti Virus Software
  • Back Up Software and Hardware
  • Server and Desktop Hardware
  • IP Networking and Routing
  • Netscreen Firewalls
  • MS SQL Server
  • Citrix




Apply now


    Would you like to discuss this role further?
    Speak to the 2i Team: 01483 414719

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