1st Line Technical Support Analyst

Our client have been selling computer software since 1987. They work with over 800 software vendors and actively sell several thousand software tools to developers, system administrators, designers, corporate customers and to more than 200 resellers worldwide.

This role’s duties, include:

• Acting as a 1st line engineer & point of contact for internal and external users alike.
• Creating and managing user request support tickets
• Providing support via phone and email
• Troubleshooting, resolving, escalating & managing internal / external user requests
• Escalating technical calls to senior IT staff if necessary
• Internal staff PC builds as per build-guides and departmental specifications
• Achieving basic technical-oriented certifications for key products that QBS sells
• Supporting IT department operations
• Providing reports when requested
• Occasionally scanning documents
• Basic Active Directory, MS Exchange and Microsoft SQL server administration (backup/export)
• Phone system basic administration (creating new users, assigning devices, modifying passkeys, etc)
• Internal user desk moves

The ideal candidate would possess the following traits:

• Responsible so as to ensure support issues are dealt with to completion
• Pro-activeness as in going the extra mile to provide the exceptional support QBS is well known for
• Able to prioritise & manage user expectations at all times
• Quality of Service-driven so as to ensure all queries receive a 5 star customer satisfaction rating
• Friendly & composed at all times under helpdesk pressure
• Excellent telephone manner
• A team-player, able to delegate issues when Quality of the Support services risks being compromised
• Willingness to learn and advance

Essential technical skills required include:

• Hands-on PC-build hardware skills
• Microsoft Desktop Operating System (Windows 7, 8.1, 10) setup, configuration
• Microsoft Office 2013 & 2016 setup, configuration
• Basic networking experience (cabling, patching, handling switches, IPv4, DNS, DHCP)
• Basic Active Directory user administration

Desirable but not essential technical skills include:

• Basic Microsoft Exchange 2010+ administration experience
• Basic Microsoft SQL server 2012+ administration experience
• Exposure to ITIL service desk environments & methodologies