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| Job Location | Studley |
| Education | Not Mentioned |
| Salary | 30,000 - 32,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
1st Line Support Role: 1st Line SupportLocation: StudleySalary: up to £32,000 + shift allowanceIndustry: MSPAre you a passionate 1st Line Support Analyst looking to kickstart your careerDo you want the opportunity to work for a leading UK-based MSP who prioritise staff training and progressionDo you have experience of logging and processing customer tickets, and working to SLAsClient:Concept IT are looking for a 1st Line Support to work for a busy MSP based in Birmingham. My client provides a busy service desk to customers all over the UK and due to a sustained period of growth are looking to expand their IT team.Role:To help restore customers IT systems, over the phone or on email. Ensuring the customers receive the highest level of support, working closely with the technical teams to investigate, troubleshoot and support IT infrastructure, hardware, and software acrossour customer locations. The role includes shifts such as nights - shift allowance paid accordingly.Key ResponsibilitiesThe following represent the core tasks to be carried out as a part of the role:* A single point of contact for all IT related queries for managed customers.* Recording of Incidents and Requests electronically with accurate and appropriate information.* Incident categorisation including incident type and severity level.* Instigation of escalation procedures as appropriate.* First call fix for SMC resolvable calls.* Passing and process of Incidents to/from all 3rd line engineers; this includes the Customer and Third Party Vendors.* Updates to Customer contacts, as appropriate, for all high priority and service affecting incidents.Technical Requirements and Qualifications* Previous experience working with Cisco hardware and software troubleshooting with switching, routing and firewall platforms.* Experience of troubleshooting IP, MPLS, BGP, OSPF, DSL.* Experience in operating NMS systems.* Experience of shift work or part of on call rota system supporting multiple services & platforms.Person Specification* Logical approach to problem solving.* Have excellent communication skills, both orally and written.* Polite and constructive whist dealing with disappointed customers.* Be able to explain solutions clearly using technical and non-technical terms.* Maintain High standards of work and professionalism.* Excellent time management and priority determination skills.* Able to maintain accurate administrative records.* To be assertive with 3rd party suppliers so that SLAs for our customers are met.* To be able to identify when a problem may require escalation.* Ability to work unsupervised and diligently.* Team working skills.* Personal determination to increase knowledge and competences.