IT 1st Line Support (UK)

Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people., As an I.T. Technical Support, you will be expected to provide 1st line support to our customers, staff, interpreters, business partners and British Sign Language users. You will also be responsible for maintaining accurate records, trouble-shooting IT issues as they arise. You will be part of a global IT support team providing both deskside and remote support. You must have an appropriate knowledge of using a range of technologies: including Microsoft, Apple (macOS/iOS), Android, Networking, and Telephony systems. Also, you will perform proactive maintenance activities to ensure systems are functioning and secure. You will be expected to work within a shift rotation pattern as part of the IT team.

Knowledge of website administration would be advantageous, including CMS platforms such as WordPress, servers, hosting, domains, and tools such as Google Analytics, Search Console, and Tag Manager., Desktop Support

• To provide technical support to employees or contractors that are either on-site or remote.

• Log all calls on the appropriate system (CRM and IT Ticketing System)

• To escalate more complex calls to the Head of IT, IT escalation teams, and/or our external contractors; following up at all stages to ensure a full solution has been delivered and all details logged within our systems.

• To meet deadlines promptly and inform the Head of IT if the deadlines cannot be reached.

• To maintain accurate records for support queries & adhere to IT support delivery principles.

• Perform some configuration work on the Video Relay Service (VRS) Platforms' backend after training provided.

• To monitor and maintain the computer systems, VRS Platforms and any video applications.

• To prioritise and address customer IT feedback to meet internal or external deadlines.

• Ensure accuracy of provisioning of hardware and/or software and test in-house prior to dispatch.

• Support users in the use of supplied and/or third-party equipment by providing necessary training and documentation.

• To provide technical support to websites.

Other Support

• Liaise with the Sales team to provide updates on new customers and services

• To provide 1st line technical support for customers; answering support queries via online chat, phone, email, social media and update the CRM records.

• To take ownership of service user (customer) problems and be proactive when dealing with service user issues.

• To respond to all enquiries from customers and help them resolve any hardware or software related problems.

• To liaise with customers' IT support personnel to ensure external technical support is provided when this cannot be resolved internally.

• Carry out daily customer systems checks, reporting to Head of IT where necessary.

• Carry out in-house system testing of our networks - both internal and external on a regular basis.

• Hold responsibility for in-house system back-ups.

• Undertake research and testing of new products/software and reporting back to the business on these findings.

• Carry out any other reasonable IT functions, as directed by the Head of IT.

• Able to support IT Security Team where necessary.

• Rotational on-call shift for Evening, Overnights and Weekends.

Do you have experience in macOS?, A-Level/Higher/Degree Level

At least 2 years' experience in IT or related role

Knowledge, Skills & Abilities:

• Previous I.T. support (face to face, online and/or telephone) experience required in a similar environment (2 years or more preferred).

• Excellent interpersonal skills relating to the support of customers via telephone, email and/or other online avenues.

• Strong troubleshooting skills and the ability to creatively resolve issues by drilling down the root cause.

• Working knowledge of current IT networks and systems.

• Experience with cloud system administration would be useful. (e.g AWS, Azure).

• Experience with PC hardware setup and configuration.

• Hands on approach and a willingness to learn.

• Flexibility & the adoption of a proactive approach at all times.

• Ability to communicate in British Sign Language would be useful.

• Telecom knowledge such as SIP or h323 would be useful.

• Salesforce knowledge desirable and other CRM familiarity useful.

• High level of proficiency with Microsoft Excel is useful.

• Strong interpersonal and communication skills with the ability to work effectively across departments.

Role involves access to confidential and sensitive information. Requires confidentiality when handling all data in accordance with company policies and data protection legislation.

Pulled from the full job description

• Referral programme
• Sick pay
• Company pension
• Private medical insurance
• Cycle to work scheme
• Tech scheme