1st Line Customer Support Associate

Job Description

At [Employer hidden — sign up to reveal], we’re a pan European data management specialist with a focus on unlocking the power of data through strategy, storage, connectivity, and security. But that’s only part of our story…. We’re also here to break the mould. To stake new ground. To do things differently. And we’ve created a fast-paced, people-first working environment with a focus on innovation, learning and career development that encourages you to do just that. Here, you can bring your whole self to work as you’ll be part of a truly diverse organisation, working with both local and national customers. You can act with integrity, act with commitment, and act with excellence in mind. And you can embrace change, seek out new challenges, and learn by doing. All as part of a team with a shared sense of direction. One that’s enabling innovation, accelerating growth, and disrupting entire industries.

Key Responsibilities

• Incident Management
• Operational Checks
• Event Management
• Customer Services

You will be responding to system triggered alerts on supported customer and in-house systems, including restarting services, diagnosing hardware failures and analysing system and application log files for software issues. Over a 4-day-on, 4-day-off shift pattern, rotating between days and nights, you will also be responsible for analysing supported systems to detect and raise incidents for issues that may not have been reported by monitoring tools (event management). New incidents and alarm logging with the appropriate priority is key, as is ensuring they are responded to and resolved within contracted SLA’s. No two days are ever the same. New recruits that hold a full/clean driving license can also be included in our Product Support Group rota. You will be given in-house hardware training on NetApp filers which will give you the skills to carry out onsite diagnostics and installation of parts. PSG staff are compensated for being included on this rota.

Career Progression

[Employer hidden — sign up to reveal] provide a structured career path that can match your own personal ambitions. As a business [Employer hidden — sign up to reveal] are aligned to the four key industry competencies in Virtualisation, Data, Security & Mobility. Employees with the right attitude and desire to succeed can progress through 1st, 2nd and 3rd Line, developing their own skill sets and realising their potential in IT. We offer our own in-house training on the tooling and services we use, eLearning on our core technologies and bespoke training tailored to your job role.

Benefits

• Salary: £27,758.64 per annum
• 33 holidays plus your birthday off
• Company Pension Scheme
• Private comprehensive health care cover with AXA
• 3 charity days fully paid/ year
• Option to purchase another 5 days annual leave
• Company laptop

Additional Information

Department: Support/ Service Desk
Locations: Glasgow
Employment type: Full-time