1st Line Technical Support Analyst

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Company Overview

Our client who is a Digital Transformation and Software Development consultancy are looking for a 1st Line Technical Support Analyst to join their brand new technical services team.

Based in Middlesbrough, we are looking for individuals who have some IT-based experience, and are now looking to kick start their career in a growing company, which is offering amazing career development and training opportunities! 

Position Overview

  • Your primary responsibility will be to manage all incoming customer support queries via telephone or email, investigating, logging, diagnosing, troubleshooting and responding to queries.
  • Provide initial responses to customers within agreed response times and assist with queries in a professional and courteous manner, building positive relationships, investigating, responding and progressing issues and queries to a successful conclusion at the earliest time.
  • Triage all incoming customer support queries and if unable to provide a first-time fix you will analyze the call to ensure the correct escalation path is followed.
  • Ensure that interactions with customers are continuously improved and delivered in a consistent and positive manner and to a high professional standard.
  • You’ll handle incidents via the incident management process and requests via the request fulfilment process.
  • Responsible for diagnosing and quickly resolving hardware, network and server issues for all products.

Essential Skills:

  • Experience working in a Technical Support based role, where you have experience working with external customers 
  • You are born trouble-shooter, who loves to take on new technical challenges and thrives on the opportunity to learn 
  • A good knowledge of MS Office applications.
  • General knowledge of computer technologies, being exposed to both hardware and software.
  • A strong team player, who likes to knowledge share
  • Strong verbal and written communication skills 
  • It would be advantageous (but if you have experience with Desktop Operating Systems, Networking, Exchange, Active Directory (AD), Citrix or SQL Server.

Ready to apply? 

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