Job Description

First Line Tech Support

We are a small Mayfair based IT services company, providing support and consultancy to a growing and prestigious group of clients.

We are looking for somebody to join our busy IT helpdesk. The role offers variety in the tasks from day to day. This opportunity would suit someone with 1-2 years’ experience in the IT sector and has a genuine interest in IT support, Networking and Hardware.

Whilst the candidate will be primarily remote based, you may on occasion be required to attend a client’s premises to carry out support tasks. Our client’s premises are all in central London.

Qualifications Required

Not essential, but any IT based qualifications would be welcome.

Essential Personal Qualities

1. Attention to detail
2. Excellent spoken and written communication skills
3. Respect for discretion and confidentiality
4. Good timekeeping
5. Ability to prioritise workload
6. An aptitude for problem solving and independent research

Skills Required

You should be able to demonstrate a natural ability in IT and evidence this as an IT hobbyist.

Future Prospects

Mayfair Tech is a fast-growing dynamic company, and there will be opportunity for the right candidate to grow with us.

Responsibilities

First-line (or Level 1) tech support is the first point of contact for users experiencing technical issues. The responsibilities typically include:

1. Initial Issue Handling

• Responding promptly to customer queries via phone, email, chat, or ticketing systems.
• Logging and categorizing support requests.
• Asking clarifying questions to identify the nature and scope of the issue.

2. Basic Troubleshooting

• Resolving common or straightforward technical issues, such as password resets, connectivity problems, or basic software glitches.
• Following predefined scripts or troubleshooting procedures.
• Providing step-by-step instructions to customers.

3. Documentation and Reporting

• Documenting customer interactions, including the issue reported, troubleshooting steps taken, and resolutions provided.
• Escalating unresolved or complex issues to higher-level support teams (Level 2 or Level 3).
• Updating knowledge base articles based on recurring issues.

4. Customer Support

• Ensuring a positive customer experience by communicating in a friendly, patient, and professional manner.
• Explaining technical concepts in plain language that non tech savvy customers can understand.
• Following up on unresolved tickets or escalations to ensure a timely resolution.

5. System Monitoring

• Monitoring systems, applications, or networks for alerts or potential issues.
• Notifying appropriate teams about critical incidents requiring immediate attention.
• Software and Hardware Setup
• Assisting customers with basic setup and configuration of hardware and software.
• Guiding users through the installation or initial use of applications.

6. Adherence to Policies

• Following company policies, procedures, and service-level agreements (SLAs).
• Ensuring data privacy and security during all interactions.