1st Line Technical Support Agent

Job Title

1st Line Support Consultant – Uniware Systems

Job Summary

We are seeking a 1st Line Technical Support Agent to join our busy Customer Support team. The successful candidate will add strength to our highly capable support operation and report to the Service Desk Manager.

Responsibilities

• Deliver first‑class, professional customer service in a 1st line support position.
• Use sound judgment and take decisions within established procedures for each service request, including logging, processing and follow‑up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
• Log calls in the support database, assign priority level and service level agreement, and manage customer expectation on time of resolution.
• Problem solve support issues using own knowledge and support libraries.
• Escalate calls to higher level of support organization if answer is unknown or SLA is in danger of breach.
• Arrange engineers to attend site with correct documentation.
• Assist in carrying out Risk Assessments and Method Statements where needed.
• Carry out quality testing of new software releases following development guidelines.
• Participate in handover meetings from installation teams following installation of new systems.
• Visit customer sites to resolve support calls and assist in Go Live days for new systems.
• Manage identity card printing and customer expectations.

Qualifications

• A working knowledge of Microsoft desktop operating systems.
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel).
• Ability to monitor, control and undertake a variety of tasks simultaneously.
• Ability to work unsupervised and prioritise work, self‑motivated.
• Knowledge of retail or hospitality industry requirements and other services and products (desirable).
• Knowledge of computer and networking technologies (desirable).
• IT qualification or Microsoft certifications (desirable).
• Database or SQL experience (desirable).
• Experience of remote support products, VNC, remote desktop, etc. (desirable).
• Excellent communication skills, particularly over the telephone, able to explain issues clearly and simply, both orally and in writing.
• Ability to build rapport with customers.
• Logical, analytical, methodical approach to problem‑solving.
• Solution‑focused with ability to prioritise.
• Persistent, resilient under pressure, with a good sense of humor.
• Accurate, high attention to detail.
• Good team player, yet willing to take personal responsibility for issues.
• Self‑motivated, resourceful, keen to learn and share knowledge.
• Enthusiastic, motivated, empathetic and professional.
• Flexible and hard‑working approach.
• Excellent administrative and organisational skills.
• Ability to manage multiple tasks and follow process and procedures.
• Patient, tolerant and problem‑solver.

Benefits

We offer excellent benefits.

Additional Information

Scheduled Weekly Hours: 37.5

Worker Type: Regular

Only candidates who are eligible to live and work in the UK need apply.

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