IT 1st Line Support (UK)

• To provide technical support to employees or contractors that are either on-site or remote.
• Log all calls on theappropriate system(CRM and IT Ticketing System)
• To escalation 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.
• Tomaintainaccuraterecords for support queries & adhere to IT support delivery principles.
• Perform some configuration work on the Video Relay Service (VRS) Platforms’ backend after training provided.
• Tomonitorand 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.

A-Level/Higher/Degree Level

At least 2years’ experiencein IT or related role, * PreviousI.T. support (face to face, online and/or telephone) experiencerequiredin a similar environment (2 years or more preferred).

• Excellent interpersonal skills relating to the support of customers via telephone,emailand/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.gAWS, Azure).
• Experience with PC hardware setup and configuration.
• Hands on approach and a willingness to learn.
• Flexibility & the adoption of a proactive approachat 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 levelofproficiencywith 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.

• 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years
• Cycle Scheme
• Referral Scheme
• British Sign Language Level 1, 2 & 3
• Life Relevancy Plan
• Company Sick Pay
• VRS Package
• We Care Service