1st Line Support Engineer

Hours: Monday to Friday,

Shift pattern: 8:30 am - 5:30 pm

Office Location: Horsham, West Sussex

Who are Global 4?

We're not your average Managed Services Provider. With an impressive 5-star Trustpilot rating and ISO 9001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey. If you're yearning for a fresh opportunity and meaningful rewards, your time to shine is now - join Global 4!

What Will You Be Doing?

Work with the Technical Team acting as a single point of contact for IT issues, changes and queries.

Deliver training sessions, and programmes (typically one to one) to end users.

Receiving, logging and managing calls from customers via telephone, online portal, email and instant messaging.

1st line end user support - troubleshooting of IT related problems.

Troubleshoot networking and infrastructure issues and escalating when appropriate.

If appropriate escalate unresolved calls to other members of the Client Experience Team or third parties.

Log all calls in the Service Desk Call Logging system.

Monitoring of customers systems using remote monitoring and management tools

Performing daily checks of systems and services and reporting on the condition of these.

Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.

Maintain a high standard of customer service for all support queries.

Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required.

Liaise and work with external technical support teams where appropriate.

Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.

Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible.

What do we need from you?

Consistent quality focus and resolution discipline.

Experience stabilising customer faults, escalations, and conflict.

Clear technical communication with customers and partners

Strong documentation accuracy and process adherence.

Structured workload management in high-volume environments.

Professional, presentable, approachable and courteous.

Excellent telephone manner.

Attention to detail and ability to listen and learn.

Tenacious and willing to go the extra mile.

Ability to develop technical and client experience skills in line with the services offered by the business.

What benefits will you receive?

50% off our Broadband & Utility packages, completely free after two years

£1,000 Refer A Friend Scheme

33 days holiday allowance including bank holidays

5 additional days leave granted based upon length of service

£250 Bright Ideas Scheme • Kudos Employee Recognition Scheme – Including Days Out

Buy & Sell holiday allowance scheme

Death in service benefit

Pension scheme

Eye care vouchers

Friday fridge

Paid Charity leave