1st Line Support

Position: 1st Line Support Technician

Salary / Rate: £23k-35k per annum

Location: Gloucester

Type: Full-time

Start Date: ASAP




Job Description:


Winner Recruitment are recruiting for a 1st Line Support Technician, the role will be based in Gloucestershire, in a newly custom designed office suite.


My client is a leading global management software and service provider, they are leader in the UK market and are entering an exciting period of growth within the UK and Internationally.


The primary function of the role is to be the first point of contact within the customer support team, providing telephone, email and remote support directly to the customers. This is an excellent opportunity, offering great prospects.


It would be an advantage if you have Experience of using Mayrise software, Highways, Street Lighting, Street Works or Waste & Grounds. ITIL certified desired but not essential.


The Duties of the 1st Line Support Technician include:


  • Deal with incoming customer support requests, logging and updating tickets where appropriate
  • Escalate issues, enhancement requests and business opportunities to the relevant departments
  • Provide remote support, via industry standard tools, to our desktop, server and mobile applications
  • Assist with the creation of reports for both customer and internal use, primarily using Crystal Reports and SQL queries
  • Assist the Development Team with testing, documentation and feedback as required
  • Ensure that internal systems are kept up-to-date
  • Assist with the updating and day-to-day management of our Software as a Service platforms
  • Provide technical backup and application knowledge to all business areas where required


The Ideal 1st Line Support Technician will have:


  • Broad understanding of IT
  • Experience or qualifications in one or more of the following: Networking, Windows Server, Crystal Reports, SQL
  • A minimum of 2 years’ experience of delivering customer or application support
  • Strong systems fault-finding and analytical skills
  • A good communicator - face-to-face, telephone, written, email.
  • An ability to converse with non-technical people on IT issues without jargon and are able to build and maintain good relationships with clients and colleagues
  • Creative and innovative problem solver


Salary is circa £25.000, Health insurance, pension and life cover all included.


25 Days annual leave (plus UK bank holidays)






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Winner House, 6 Burnett Rd, Sutton Coldfield,  Staffordshire, B74 3EJ

0121 353 1661


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