1st Line Support Jobs

1st Line Support Technician: Unified Comms

Read on to discover more about Croft and this role's key responsibilities and benefits.

Job Type: Full-time
Flexibility to work remotely
Schedule: Monday - Friday
Location: Croft's Offices in either Fleet, Preston or Hertford

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About Croft

Croft is a company that provides Unified Communication & Managed Services to various clients across the SME, corporate, and public sectors. Our business covers a range of areas, including business mobiles, business phone systems, business broadband, managed IT services, managed cyber security services, hosted telephony, contact centres, and IT hardware repair. We work with a number of notable clients, such as Laurent Perrier, Matalan, Smith & Nephew, Hilton Hotels, and Ted Baker. Over the past two years, we have experienced significant growth and acquired 17 businesses. Our ongoing strategy is to acquire additional businesses that align with our group’s objectives, whether it be in terms of scale, geography, or related products.

Joining our team at this exciting stage in our company’s lifecycle provides the opportunity to work in a fast-paced yet fun environment. Although we operate as an entrepreneurial start-up, we are an established small business, offering a secure workplace. We are currently seeking dynamic and motivated individuals to join our UC&C Service Desk Team. We are looking for individuals who can work well in a team, have excellent interpersonal skills, and are driven to achieve individual, team, and business goals.

As a 1st line support technician, you will be responsible for ensuring the delivery of high-quality support services to our customers. You will be the initial point of contact for customer inquiries and issues, managing both inbound and outbound calls and emails.

1st Line Support Responsibilities

• Provide 1st line support for all UC services.

• Ensure faults are resolved with the agreed customer SLA.

• Ensure high levels of customer satisfaction are maintained by providing regular communication and support to customers via telephone and tickets.

• Liaise with 3rd party suppliers for fault resolution when appropriate.

• Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s.

• Escalate incidents and service requests to 2nd line support where necessary.

Required skills, knowledge, and experience

You'll be great in this role if you:
• Have the ability to use your initiative and be a self-starter.

• Have the ability to work well under pressure and manage multiple tickets within a busy service desk environment.

• Have great customer service skills and a proven record of customer relationship building.

• Have the ability to provide advice to non-technically aware customers both internally and externally.

• Have a technical understanding of fixed line and data connectivity solutions, as well as hosted systems and SIP trunks.

• Pay excellent attention to detail and have the ability to support customers in line with SLA's.

• Are proficient in Microsoft Office, particularly Excel.

• Have a good knowledge of MPLS/ VPLS/ PWAN.

Knowledge and experience (between 1 and 3 years required):
• Knowledge of routers, switches and customer LAN environments.

• Experience working on the 3CX, Gamma Horizon, HVS, Wildix platforms.

• Experience working with SIP trunking.

• Experience working with Microsoft Teams.

Apply now to join an exciting and growing MSP company.

Customers are at the heart of everything we do here at Croft, so we are looking for people who understand the importance of finding solutions, getting things done, and always keeping customers up to date.