1st Line Support

Posted 29 March by Jonas Group UK Easy Apply

MCR Systems Ltd, founded in 1978, provides professional EPOS Systems integration for the hospitality, catering and leisure markets. The prime focus and philosophy of the Company is to provide the highest quality products, installation, customer training and support services. MCR Systems have an installed base of many thousands of POS Systems including major multiple operators and leading names within the hospitality sector.

MCR publishes its own software and this is a good opportunity to get to know the latest technologies at a highly successful and expanding business.


We are seeking a 1st Line Support who is a team player with excellent verbal and written skills. The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem solving.


To work as part of a team delivering professional customer support to external customers on a range of products, assisting them with hardware and software problems via phone, email and using online remote support tools. You will have a calm and confident nature with the experience to confidently deal with telephone and email queries from customers efficiently and effectively. Queries may cover software, hardware, environmental, technical or programming issues. Attention to detail is important as is the ability to progress all outstanding calls and ensure they are resolved within SLA’s.

In addition, you will utilize a variety of problem-solving techniques including tests on data and programs, researching existing documentation and the internet, use of the knowledge base and liaising with other members of staff and teams, to resolve customer issues.

Reporting to the Head of Support, the core responsibilities of the position are to:

  • Troubleshoot customer support cases in a timely manner - meeting and exceeding SLA’s.

  • Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer.

  • Serve as 1st Line support within the Helpdesk team.

  • Keep clients informed of progression with issues and provide follow up as necessary.

  • Collaborate with other departments or offices as necessary to expedite resolutions.

  • Promote and maintain a high quality, professional, service-oriented company image among clients.

  • Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal knowledge base.

  • Maintain accurate and timely call logging in our Service Management System.

  • Own multiple support calls from inception through to a successful conclusion.


  • Previous experience of working in an IT support role ideally supporting software applications.

  • An IT based degree and / or MCP qualification would be an advantage.

  • Excellent desktop support knowledge.

  • Good technical understanding of the basic IT systems including databases and networks.

  • Proficiency in Microsoft Office applications.


  • Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both verbally and in writing.

  • Logical and analytical, with a methodical approach to problem-solving.

  • Solution-focused, with ability to prioritise.

  • Persistent and resilient under pressure.

  • Accurate, with high attention to detail.

  • Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues.

  • Self-motivated, resourceful and keen to learn and share knowledge.

  • Enthusiastic, motivated, empathetic and professional.

  • Able to manage multiple priorities.

  • Flexible and conscientious.

  • Good team player, yet willing to take personal responsibility for resolution of issues.

  • Proven ability to meet deadlines.

  • Proven ability to problem solve and teach others.

Required skills

  • Customer Support
  • Microsoft Office
  • Call Logging
  • 1st Line
  • desktop support

Reference: 34462267

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