IT Support / Technical Support (1st Line Support)

Silverbug Ltd
Milton Keynes
£17500 - £24000/annum
13 Jul 2017
12 Aug 2017
Contract Type
Full Time
IT Support / Technical Support (1st Line Support) 

Position: Desktop Analyst 
Location: Milton Keynes, Buckinghamshire 
Job Type: Full Time, Permanent 
Hours: 8.5 hours between 07:00 - 19:00 
Salary: £17,500 - £24,000 per annum 
Benefits: Access to comprehensive training resource with videos, tutorials and mock exams in an enormous amount of different fields, Perkbox, Healthcare plan, auto-enrolment into a pension, access to childcare vouchers and much more! 

Do you have a passion for all things techie? Do you want to become a part of a fast growing, privately owned company with a culture of having fun in the work place? If so, we may have a place for you at Silverbug! 

As a core member of the technical team your aim will be to resolve support calls at your first point of contact from the customer. In all cases, you will see incidents you log through to resolution even when escalating calls to more senior technicians. Working within their existing Service Desk team we are looking for an engineer with a strong eye for details, lofty standards and a can-do attitude. 


- This fantastic opportunity allows you to get involved with fixing and maintaining varied customer solutions. 
- Provide awesome support to Silverbug customers. 
- Resolve web based and phone requests via Connectwise (our CRM), phone, Remote desktop and other tools. 
- Ensure all tickets are managed within service level agreements and KPI`s. 
- Manage escalations to other support teams. 
- Speak to users about technical issues in a way they can understand. 
- Have a blast making one of the fastest rising MSP companies even better. 

About you: 

- Education in computing science and / or can demonstrate experience in a range of computing areas: hardware, operating systems, servers and networks. 
- Customer Service experience (telephone). 
- Ability to work in pressured environment. 
- Experience of working successfully within a team. 
- A real thirst for technical knowledge. 
- A desire to progress your career. 
- Effective troubleshooting methodology. 
- Excellent problem-solving abilities and tenacity. 

What we offer: 

We provide you with the training and put you on a path to get you where you want to go! Paid 12 days training every year! With access to an online training portal with thousands of courses available. All the below and more will be provided as part of your personal development plan at the Silverbug University: 

- CCNA (Cisco Certified Network Associate). 
- MCSE (Microsoft Certified Solutions Expert). 
- MCSA (Microsoft Certified Solutions Associate). 
- CompTIA Network+. 
- CompTIA A+. 
- ITIL Service Operation. 
- ITIL Foundation. 

Silverbug have been recently accredited as a Microsoft Gold Communications and Cloud Accelerate Partner, allowing us to continue being a lead in supplying Microsoft Lync, Office 365 and being the 4th largest Microsoft Azure integrator for small and medium business in the UK. 

As an innovative, dynamic technology company, we serve an array of industry leading customers and we strive to new standards in the IT world. As a privately-owned company, Silverbug has grown its client base rapidly since it was established in 2002. 

You may have experience of the following: IT Support Analyst, Customer Service, Desktop Support, 1st Line Support, Troubleshooting, Helpdesk, Service Desk, Desktop Analyst, Technical Support, Computer Science Graduate, etc. 

This vacancy is being advertised by EasyWeb Recruitment, the UK`s leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications