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# 1st Line Support Analyst

- **Company:** NES Fircroft
- **Location:** Knutsford, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Software as a Service, Monitoring of Systems, Azure Resource Manager
- **Published:** September 9, 2026
- **Apply:** https://www.collegerecruiter.com/job/2858069928-1st-line-support-analyst

## About the Role

Required: - Customer service or support role, preferably within a SaaS or technology environment. Exceptional communication skills, both verbal & written. Strong problem-solving abilities with a proactive & inquisitive mindset. Experience with monitoring tools & a keen interest in continuous improvement. Familiarity with incident & problem management processes. Ability to work independently, demonstrating initiative & self-motivation. Team-oriented with a willingness to support & mentor colleagues. Experience with Microsoft Azure services & monitoring tools is desirable. Familiarity with Azure Monitor for collecting & analysing metrics & logs from Azure resources. Understanding Microsoft's incident response processes & best practices.

## Description

My client is seeking a dedicated & proactive Customer Service Frontline Level 1 Specialist. In this role, you will collaborate with partners & large enterprise organizations to deliver exceptional "white glove" service, ensuring seamless business operations & user satisfaction. Your responsibilities will encompass monitoring my clients SaaS platform hosted on Microsoft Azure, managing incidents & problems, fulfilling service requests, & continuously seeking opportunities for improvement., * Customer Support: - Serve as the primary point of contact for partners & enterprise clients, addressing inquiries & providing timely updates. Deliver "white glove" service, ensuring user satisfaction & maintaining strong client relationships.

 * Platform Monitoring: - Utilize monitoring tools to oversee the performance & health of our SaaS platform on Microsoft Azure. Demonstrate curiosity by questioning anomalies & proactively seeking enhancements.
 * Incident Management: - Identify, document, & resolve incidents promptly to minimize service disruptions. Collaborate with internal teams to elevate & resolve complex issues.
 * Problem Management: - Analyse recurring incidents to identify root causes & implement preventive measures. Develop & maintain a knowledge base for common issues & solutions.
 * Service Requests: - Process & fulfil service requests efficiently, ensuring adherence to service level agreements (SLAs). Coordinate with relevant departments to meet client requirements.


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