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We are currently recruiting for a company based in the Burnley area who are looking to recruit due to company growth. They are looking for a highly motivated and customer-oriented First Line Support Specialist to join their dynamic IT support team. This role is office based and you will be the first point of contact for customers seeking technical assistance over the phone, via email and chat groups. The primary goal for this vacancy is to provide outstanding customer service by resolving technical issues, guiding users through step-by-step solutions, and escalating unresolved issues to the second line support team when necessary.
Key Responsibilities:
- Provide first line support to customers experiencing technical issues, utilising various communication channels such as phone, email, and chat.
- Diagnose and resolve software and hardware problems, including network issues, operating system errors, and application issues.
- Log all customer interactions in the company’s ticketing system, ensuring accurate and detailed documentation of the problem and resolution.
- Follow standard procedures for the escalation of unresolved issues to the appropriate internal teams.
- Offer guidance to users on how to operate software and hardware products effectively.
- Keep up to date with new technology trends and troubleshooting techniques to improve support to their customers.
- Participate in creating and maintaining a knowledge base of common issues and solutions to enhance team efficiency and customer self-service.
- Build a strong knowledge of products and provide insights to customers on various applications and processes.
Requirements:
- Experience in a customer/internal support role, with a strong emphasis on technical support.
- Further education or certification in IT or a related field is a plus.
- Excellent problem-solving skills and the ability to think analytically while working in a fast-paced environment.
- Familiarity with Windows OS and office software (Microsoft Office, Microsoft Teams
- Understanding of computer networks (LAN/WAN) and troubleshooting connectivity issues.
- Ability to work flexible hours, including occasional evenings, to accommodate customer needs.
- This role typically operates in an office environment but may require remote work depending on company policies and current health guidelines.
Benefits / hours of work
- 22 days holiday + bank holidays.
- Uniform provided.
- Bonus schemes.
- Free parking.
- Monday – Friday 9am – 5pm ( although this may alter slightly to cover holidays etc. )
- Opportunities for professional development and certifications.
- A supportive team environment and a culture of innovation.
- Access to the latest technology tools and resources.
If you feel you have the relevant experience for this vacancy then please apply immediately.
