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Position Overview
1st Line Support Technician
We are seeking a dedicated 1st Line Support Technician to become an integral part of our dynamic service desk team, where exceptional customer service is paramount. This role offers a pathway for professional development and advancement within the organization.
Your primary responsibility will be to serve as the first point of contact for our customers in the UK, assisting them via various communication channels. You will support a diverse array of technologies, including Windows XP/7 operating systems, IP telephony, networking, computer hardware, peripherals, and custom applications. Comprehensive training will be provided to ensure your success in this role.
Key Responsibilities:
- Identify and resolve technical issues efficiently.
- Provide remote support and training to customers.
- Educate users on the functionality of our products.
- Document support requests and escalate to 2nd line or R&D teams as necessary.
- Ensure Autocab customers receive consistent updates throughout their support experience.
- Promptly escalate any customer concerns to management.
- Continuously enhance technical knowledge in alignment with product advancements.
Essential Qualifications:
- Proven experience in support and project-based roles.
- Strong computer literacy and technical skills.
- Knowledge of PC hardware, including troubleshooting capabilities.
- Experience with PC setup, installation, and configuration.
- Familiarity with Windows XP / 7 environments.
- Understanding of TCP/IP, routers, switches, and basic networking concepts.
Preferred Qualifications:
- Broader networking expertise, including routing and switching.
- Experience with custom software and hardware solutions.
- Familiarity with telephone systems and telephony integration.
- Experience with Autocab's taxi software is advantageous.
Competencies:
- Strong organizational abilities.
- Capacity to perform under pressure.
- Effective problem-solving skills.
- Integrity and professionalism.
- Excellent communication skills.
- Approachable demeanor.
- Team-oriented mindset.
- Outstanding customer service orientation.
- Focus on customer satisfaction and ownership of issues.
- Aptitude for managing sensitive situations.
- Commercial awareness.
