1st Line Technical Support / Support Architect.

About us:

Our customer is a dynamic and innovative company committed to improving the MSP offering to the SMB market. We take pride in our diverse and talented team, and we are currently seeking a driven ambitious Sales Portfolio Manager/Service Architect to join their growing organization.

What we’re looking for:

The ideal candidate will be ready for this developing role; will be able to think on their feet, have excellent communication and interpersonal skills, general business awareness, IT literacy, problem-solving skills, and full driving license.

Job Role:

To provide first-line support to UK-based businesses, that provide IT Support and equipment to small and medium sized businesses. The support provided will be focused on all aspects of the end-to-end supply chain from IT product distribution through to the customer and include quoting, invoicing and support plus the business infrastructure and resources required to deliver these services. The support queries raised will cover a wide range of subjects and the responses and resolutions will be time critical. Covering a broad range of business subjects, predominantly focussing on supply chain, candidates will have the ability to recognise and triage incoming enquiries from our business partner community.

Technical support:

• Provide 1st Support for any information technology issues and problems.
• Respond to 1st line support calls raised by the supported business in a professional, confident, and timely manner following contractual SLAs and KPIs
• Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales to resolve.
• Identify common types of queries raised from the supported businesses and raise these with the training department to refresh existing training programmes or draft new.
• Demonstrate communication skills appropriate to the environment.
• Develop and maintain rapport with supported businesses and their employees by displaying a detailed understanding of their business requirements.
• Establish and maintain high levels of incident, request and problem ownership through the life cycle observing operational procedures to a satisfactory conclusion.
• Ensure a high standard data accuracy and quality of information within the support Platform.
• Understand and implement the escalations procedures.
• Fully understand the service our customer has been engaged to deliver in line with contractual agreements.

Personal and Team Development :

• Undertake ad-hoc projects and changes as agreed with the Management team on behalf of Support Services that may involve site visits, customer meetings or vendor engagement.
• Provide cover or deputise for other analysts in their absence either within the same team or across other Service teams.
• Enhance existing and develop new documentation and procedures relevant to the scope of the role, including creation and enhancement of Knowledge Articles from incident resolutions to 'howto’ guides and training documentation.
• Show an outward commitment to actively develop a deep understanding of the business and stakeholder community and enhance personal knowledge whilst acquiring accreditations in line with business needs.