1st Line Support Technician

Executive Mandate Specification

Renovotec is the UK's fastest-growing barcode scanning and rugged mobile computer supplier supplying technology to all sectors of industry - Logistics, Automotive, Food, Ports, Construction, etc. throughout the world. Customers include Coca-Cola, Eddie Stobart, Morrison's, Jaguar Landrover, AO.com, and JD Sports amongst many others.

Due to a period of extended growth, we are currently recruiting for a 1st Line Support Technician, supporting our Customer Service Team based from our Newton le Willows office.

This is a key role within the business as our 1st Line Support Technicians act as the face of the organisation and will be the first point of call for clients when requiring assistance. It is the responsibility of 1st Line Support Technicians to receive client calls and assist them in identifying their problem and perform fixes or suggested recommended actions.

Role and responsibilities:

• Ensure best practice of support to a wide range of clients.
• Primary 1st Line Support responsibility to user service issues by either email or phone.
• Take ownership of incidents and be proactive in the handling of client requests.
• Maintain optimal service levels for all customer queries whilst adhering to service management principles and committed SLA’s.
• Produce any follow-up activities and escalate, as necessary, within the business to the 2nd Line Technical Services team or relevant internal party.
• Manage workload of issues assigned to the 1st line queue and resolve via best practice.
• Drive performance to ensure that cases are cleared in a timely manner and to the satisfaction of the client.
• Keeping users updated of ticket progress through to issue resolution.
• Maintain a detailed record of activity related to client incidents in the ticket management system.

Role Requirements

• Good organisational skills.
• Patience and tenacity in dealing with client incidents.
• Adaptable and flexible approach.
• Excellent communication skills by email and phone.
• Ability to work effectively in a team environment.
• Attention to detail.
• Highly motivated and willing to thrive for continuous improvement and self-development.
• An active interest in working with IT services, such as hardware, software and Wi-Fi.
• Previous 1st Line / Helpdesk support experience would be advantageous.

Job Types: Full-time, Permanent

Salary: From £20,500.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Newton-le-Willows, WA12 0HF: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: One location

Application deadline: 03/04/2023

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship