1st Line Support

Are you ready to join an award-winning organisation that values your individuality and supports your growth?

With our client, one of the biggest technology providers in the UK, you're not just part of a team-you're part of a business that thrives on fresh ideas, bold thinking, and the unique talents of its people. They are serious about what they do, but know how to have fun along the way, creating an environment that's as rewarding as it is dynamic. If you're ready to ditch the ordinary, embrace the exciting, and work somewhere that recognises your value, this is your chance.

Due to continuous growth across their offices, they are looking for a 1st Line Support Advisor to join their dedicated team in Exeter on a full time basis to provide hands-on assistance and ensure the smooth operation of customer infrastructure while delivering excellent service.

The Benefits

The business offers some great benefits such as a positive work life balance, learning opportunities and a supportive environment. This friendly company has some ambitious substantiality targets, offers additional holiday days and encourages volunteering days to all employees, to give back to the local community.

The Requirements

Technical certifications or accreditations related to IT, Networking, or Telecoms.
Strong understanding of broadband connectivity and basic router configuration.
Foundational network troubleshooting abilities.
Skilled in data gathering and analysis-able to extract relevant information from customers, assess issues, and take prompt, effective action.
Strong customer service skills with an excellent telephone manner, maintaining composure in challenging situations while building a reassuring rapport with customers.
Accurate numeracy, written communication, and data entry skills.
Detail-oriented, with a commitment to keeping task and customer data accurate and well-organised.
Target-driven with the ability to prioritise tasks and escalations to meet deadlines, while maintaining high levels of customer service.
Ability to follow established processes with flexibility to adapt when they change.

The Responsibilities

Issue Management: Diagnose and resolve issues, escalating when needed, while keeping customers informed and ensuring all tasks meet service level agreements.
Customer Escorting: Safely guide customers to and from the data centre, offering onsite assistance, including out-of-hours support when required.
Equipment Management: Handle tasks like racking/unracking equipment, patching cables, and fulfilling customer remote hands requests (e.g., powering equipment, reseating cables, swapping disks).
Networking Tasks: Implement minor Cisco firewall changes (e.g., updating access rules) and assist with core Cisco network management to maintain data centre bandwidth.
Basic Server & Network Support: Provide support for server, storage, and networking equipment, with a solid understanding of DHCP, DNS, and related technologies.
System Checks: Perform weekly checks on data centre management servers, ensuring disk space, error resolution, and software functionality.
Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operation.
Administrative Tasks: Raise access requests, update DNS records, and maintain accurate data centre documentation. Contribute to monthly reporting and assist with overall operations.
Process Adherence: Follow company quality processes, promote best practices, and support continuous service improvements.
Team Collaboration: Work closely with the service operations department to foster teamwork, knowledge-sharing, and customer-centric service delivery.

For more information about this 1st Line Support role, please contact Jamie Watson at Clearline Recruitment.

Job Title: 1st Line Support
Salary: Up to £25,000 per annum
Location: Exeter
Full Time: Monday - Friday 9:00am - 5:30pm