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1st Line Support

Location: Newcastle

Salary: Upto £21,000 plus fantastic benefits

Job Type: Permanent

Job ID: 167875

Our client, a Newcastle based financial software provider is actively looking for a 1ST Line support engineer to join a growing operations support team. You will proactively engage with the support services team and to engage with internal and external clients on a regular basis to discuss progress of support incidents.


You will be responsible for the following:


  • Providing first line support within the Support Services team

  • Be the first point of contact for client raised issues either via the ticketing tool, or by telephone or email.

  • Log/review and carry out first line duties on issues via the ticketing tool.

  • Assist in the allocation of all new support issues to responsible support analysts and teams.

  • Pro-actively track progression of Business-Critical Incidents and update internal stakeholders with progression/resolution summary.

  • Follow up on Incidents where the action is with the client.

  • Appropriately route service requests/enquiries to relevant parties.

  • Meet first line Service Level Agreement (SLA) expectations.

  • Monitor and police outstanding issues to check correct standards of Incident maintenance, quality and timeliness of communication and agreed SLA levels are being met and to escalate where failings are detected as appropriate.

  • Provide ad-hoc and regular MI client facing statistical reports on BAU support, service and trends.

  • Arrange and run regular client facing support meetings with clients where appropriate.

  • Responsible for coordinating issue triage with relevant SMEs.

  • Carry out any other Support Services duties that may be reasonably required.



Salary: Up to £21k, plus fantastic benefits including annual bonus scheme