1st Line Support - Fully Remote

1st Line Support - £22,000 plus Benefits Package
Fully remote work requiring occasional meetings in the Solihull office, typically one or twice a quarter.
As a 1st Line Support Specialist within this friendly & engaged support team, you will be working as the face of the business for this hugely successful FinTech, providing PC & Network support to internal & external UK customers across Hardware, Software, Operating Systems, Networks & Comms.
Requiring good communication skills, both verbal & written, you will be the friendly & helpful face & voice that the customer experiences when they call for Helpdesk Support - so an enthusiasm for both technology & people are key attributes within this permanent position.
Once familiar with internal processes and procedures, the 1st Line Support specialist will be given the freedom to take the initiative, going beyond simply responding to the obvious needs of a situation.

If you enjoy taking every opportunity to provide exceptional service within what can be quite stressful circumstances for the customer, then this is an ideal role for you as you weigh up alternative approaches to the problem and put the best one into practice.

If you use your judgement & take positive action before being asked and thrive when given the opportunity to make things happen, then this company is an ideal match.
Role & Responsibilities:

Answering calls to the Helpdesk and providing knowledgeable and proactive support
Undertaking investigations into problems in systems and services
Providing exceptional customer service skills used to research, diagnose, troubleshoot and identify solutions to customer issues
Assisting with the implementation of agreed remedies and preventative measures
Receiving and handling requests for support following agreed procedures
Responding to requests for support by providing information to enable incident resolution and promptly allocating unresolved calls as appropriate
Maintaining records and advising relevant persons of actions taken
Giving commitment to documenting knowledge in the form of knowledge base tech notes and documentation
Participating in discussions of research protocols and objectives
Providing effective network and desktop support remotely via dialling in or telephone
Ensuring Incidents, Faults, Service Requests and Requests for assistance are logged and handled appropriately
Maintaining uptime, system performance etc in accordance with internal policy and against internal and customer SLAs
Identifying problems and ensuring these are escalated to the relevant team member for progression
Problem Solving or identifying alternative options for unsolved problems
Attending Team, Project and Change Meetings providing input to change implementation and planning future change opportunities
Scheduling and performing builds of new PC and Laptop equipment, including the physical setup and removal of technical hardware
Maintain and update Software License distribution lists
Documenting systems and their configuration
System performance monitoring and reporting
Knowing when and how to escalate matters

Preferred Skills & Knowledge include some or all of the following:

ITIL Awareness is useful - Foundation level qualification would be an advantage
Familiarity with the core Windows operating system environments and hardware platforms
Some knowledge of or a strong desire to learn about services provided and applications used
Active Directory
Microsoft Exchange
Office 365
SharePoint
Troubleshooting Printing
TCP/IP Network Communications
E-mail Spam Filtering
Windows Server knowledge is useful
Understanding of Virtualisation - VMWare Server and VMWare Workstation is useful
Anti-Virus tooling (such as Crowdstrike and Cylance)
Capable of learning from and assimilating information from colleagues about applications and services provided
A Natural software user – you’re comfortable handling software products you may not have encountered previously
Ability to build laptop and PC devices from a pre-prepared image and media
A flexible approach to working hours is necessary

With opportunities to learn & grow your professional skills, interested Candidates seeking a quality employer where you can continue to learn & grow should apply now!


  • Location: Solihull, England
  • Salary: £20000 - £22000 per annum + Plus Benefits Package
  • Type: Permanent
  • Recruiter: McGinley Support Services
  • Posted: 24-Sep-2022
  • Posted on: careers4a.com