1st Line Support

Robertson Sumner Ltd
Gerrards Cross, UK
20 Aug 2019
09 Sep 2019
Contract Type
Full Time
Working closely with the IT Manager, you will be the first point of contact for staff across the business and providing first line support with general desktop issues as well as maintaining various business critical systems.

1st Line Support Executive - Main Responsibilities:

* Answer support queries via phone and email for remote users
* Provide face to face support at Support Office in Beaconsfield and at Homes when required
* Take ownership of user problems and be pro-active when dealing with user issues
* Log all calls on the call logging system
* Respond to enquiries from users and help them resolve any hardware or software problems
* Maintain a log of any software or hardware problems detected
* Identify and support in resolution of second- and third-line issues
* Keep customer up to date on ticket status
* Visit remote sites as needed to provision hands on fixing of issues
* Carry out daily systems checks including validation of automated backup reports, reporting to IT Manager where necessary
* Proactive remediation of Risk items highlighted by the service desk platform. This includes installation of patches and updating of antivirus agents on client devices

1st Line Support Executive - Required Competencies:

* Previous first line support experience for software and hardware fault resolution
* Good knowledge of Microsoft Office
* Knowledge of Active Directory (AD), DNS and DHCP
* Good working experience with of LAN/WAN principals and TCP/IP protocols
* Antivirus support knowledge
* Application support exposure to 1st line level

1st Line Support Executive - Our Client:
Our client are a leading provider and management team for leading care homes across London and the home counties. Recognised for the award winning care they provider this is an ideal time for a driven, passionate, and dedicated individual to join a business where you can make a real difference in peoples lives.

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