1st Line Support Technician Job Description Template
Our company is looking for a 1st Line Support Technician to join our team.
Responsibilities:
- Perform one to one training with customers where necessary;
- Ensure tickets are resolved within a timely manner;
- Escalate tickets where required to 2nd line technicians for further investigation;
- Answer incoming telephone calls and chats from customers with queries or issues;
- Support for Mac’s remotely and on-site;
- Installing PCs/ upgrading software;
- Administration of IP phone systems (via web-based interface);
- Support for PCs and servers remotely and on-site (XP, Vista, Win7/8/10, 2003, 2008, 2012);
- Troubleshooting basic issues of company platform;
- Assisting customers via Live Chat;
- Incident Management;
- Liaising with a variety of stakeholders – Managers, staff, external users;
- Handling telephone and email enquiries escalating to 2nd Line when required;
- 1st Line Support for customer enquiries;
- Desktop profile management.
Requirements:
- Excellent customer service and relation skills are essential;
- Ability to manage workload effectively and to target;
- A real passion for IT with a desire to always learn and progress;
- Ability to produce documentation.