1st Line Technical Support

1st Line Technical support
Cheadle, Manchester
Salary range £26,000 – £26,400

Description:

ENGLISH WRITTEN AND ORAL SKILLS MUST BE OF THE HIGHEST QUALITY. EXCELLENT COMMUNICATION SKILLS ARE REQUIRED FIRST AND FOREMOST.

1st Line Support Technician

Overview

GPC Computer Software Ltd is a successful international software house. We currently employ over 200 people and with 60% market share we are the global market leader. Our team is built from hardworking committed people that are customer focused and professional. 

We are looking for a 1st Line Support technician to join a busy service desk where customer care is our priority and there are opportunities to grow and excel within the business.

You will be providing 1st point of contact support for our UK customers, by email, telephone and in person. Supporting a range of technologies including, Windows XP/7 desktop users, IP telephony, networks, computer hardware, peripherals and bespoke developed applications. Training will be provided for this role. 

Responsibilities include:

– Diagnosing and resolving technical issues
– Remotely connecting to customers site to provide training/support
– Training users on functionality of GPC products
– Logging calls along with fault find through to solution
– Provide Autocab customers with a point of ownership throughout the duration of a support call, ensuring that the customer is kept up-to-date#
– Swiftly escalate any customer complaints or issues to company management
– Maintain and develop technical knowledge in line with Product development

Essential Skills:

– BESPOKE SOFTWARE EXPERIENCE A MUST, CANDIDATES WITHOUT THIS EXPERIENCE ARE NOT SUITABLE.
– Demonstrable Support & Project based working ethics
– Experience of 2nd line support as our 1st line role includes problem solving & solution finding before escalation to 2nd line.
– Good Computer literacy skills
– PC hardware knowledge including fault diagnosis
– Experience of PC set-up and installation & configuration
– Good understanding of Windows XP / 7
– Experience and understanding of TCP/IP, routers, switches & basic network technologies
– Delivering support remotely by remote access to our clients
– Wider networking skills, Routing and Switching knowledge
– Experience in bespoke software, hardware
– Experience of Telephone systems and telephony integration
– Experience in networking and virtual private networks.
– MSQL
– Autocab Taxi software package experience is a bonus.

Competencies:

– Good organisational skills
– Ability to work under pressure
– Problem Solving
– Integrity
– Good communication skills
– Approachable
– Team player
– Good customer service skills.
– Customer focus
– Problem Ownership
– Ability to manage sensitive situations
– Commercial awareness

MUST BE ABLE TO SPEAK AND COMMUNICATE CLEARLY FOR THIS ROLE!