1st Line IT Support

No Agencies

Company Introduction

Cherry Orange is a business and education ICT support and consultancy company based in the Midlands, our approach to IT support is proactive and practical which has resulted in us gaining a number of large support contracts over the recent years.

Job Description

We are looking for someone to answer support calls from our customer base via phone, email and automated tickets on our internal systems, the support provided will be of a technical nature and will require the candidate to be able to communicate effectively and have a good technical knowledge to resolve the issue in a timely manner or escalate to another level to be resolved.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote or onsite troubleshooting through diagnostic techniques
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Accurately record events and problems and their resolution in logs

Skills and Qualifications

• Good technical knowledge of computer systems & networks
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Computer related qualifications of all levels considered