1st Line Support Technician

UK Wide

Acting as the first point of contact, the Support Technician’s role is to address incoming calls and emails rapidly, and provide outstanding IT support and technical assistance to our customers. The Support Technician is responsible for ensuring that tickets are created for issues, fully populated with the required information, and are then managed through to completion and resolution within the timeframes associated within the customer contracts. If there is need to escalate tickets, the Support Technician will action where appropriate, along with applying the necessary urgency to provide resolution. The Support Technician is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations.

Main Duties and Responsibilities:

  • Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately
  • Provide a re-assuring, polite and friendly point-of-contact for our customers
  • Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
  • Identify and manage the timely escalation of tickets that have been allocated to you but need additional resource within the support team
  • Proactive time and ticket update entry within the support desk ticketing system
  • Ensure customer documentation and process guides are regularly updated as required
  • Capability to follow change control procedures at all times
  • Provide expert technical assistance to our client base
  • Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms
  • Provide technical assistance to colleagues within the service desk
  • Take and pass technical examinations as agreed with the support desk team leader
  • Deliver exemplary customer service
  • Attendance at customer sites to provide on-site technical support may be required
  • Meet assigned individual key-performance-indicators (KPI’s)
  • Ensure that personal time management is of the highest priority and that punctuality is a key focus

Skills, Experience and Qualifications:

  • Strong customer-facing and service skills
  • Ability to connect with customers and build rapport
  • Strong written and verbal communication
  • Self-motivation
  • Organised and punctual
  • Creative problem-solving
  • Capability to work effectively within a team
  • Willingness to learn
  • Experience in a 1st line IT support or service desk role required
  • Experience using Microsoft 365 software desirable
  • Experience using Autotask desirable
  • Full UK Driving License
  • DBS Check
  • Certified in Microsoft 365 Fundamentals desirable
  • Certified in Microsoft Azure Fundamentals desirable

Company Culture:

Transparity’s culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive on integrity, a strong work ethic and the desire to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.

Our WFA (Winning from Anywhere) hybrid working environment places trust in employees to deliver whilst balancing home life and avoiding wasteful daily commuting. As a leading Microsoft partner we have the latest connectivity tools, an office near Bournemouth and a beautiful new meeting hub near Reading for teams to balance home working with occasional physical meetings.

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.

We are open to applications from those looking at flexible-working and reduced hours options.

Sound good? If you’re interested in joining our journey, simply email your CV and covering letter to careers@transparity.com.

We are Disability Confident

Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees. We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms. The diversity in our team is what helps our business work so well. To find out more about our disability commitment, please contact our People and Culture team or just ask during your interview.

If you are a person with disabilities and require reasonable adjustments to be made to make your application, please contact Michelle Wilson on 01202 80000 or careers@transparity.com.
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