First Line IT Customer Support

Support customers, solve problems, and deliver high-quality service in a hands-on technical support contract role.

Our Client has a requirement for a 1st Line Customer Support Representative, who will be required to work on a contract until December 2026 basis in Stafford.

Role Purpose:

• Reporting to the UK Service Leader, the Technical Support Specialist will be a key member of the operations team
• The successful candidate will provide customer support, take end-to-end ownership of the RMA (Return
• Material Authorisation) process, and respond to customer queries relating to installed protection and control systems
• This role requires working within defined parameters to make decisions, apply technical concepts to moderately complex issues, and resolve problems through immediate action or short-term planning

Job Role Responsibilities:

• Review, analyse, and resolve assigned customer application enquiries in line with business standards, procedures, and deadlines
• Provide initial troubleshooting support via phone or remote tools, using knowledge bases and diagnostic guides
• Log, track, and manage incidents and service requests using a ticketing system
• Assess issue severity and prioritise responses accordingly
• Escalate complex issues to senior support teams or specialists, ensuring clear documentation and communication
• Coordinate with engineering teams to manage Level 1 and Level 2 enquiry logs
• Manage the end-to-end RMA (Return Material Authorisation) process
• Support the Service team with service agreement enquiries, maintaining logs and ensuring timely follow-ups
• Maintain clear and professional communication with customers, including regular updates and follow-ups
• Contribute to knowledge bases and share solutions to improve team efficiency
• Analyse data to identify trends, patterns, and anomalies

Experience / Skills / Knowledge / Qualifications:

• Experience in a technical support or IT helpdesk role
• Strong knowledge of computer hardware and operating systems
• Effective problem-solving and analytical skills
• Ability to prioritise and manage multiple enquiries simultaneously
• Strong communication skills with a customer-focused approach
• Familiarity with SAP systems
• Experience with ticketing or incident management systems
• Highly organised with strong time management skills
• Calm and level-headed under pressure
• Self-motivated and proactive with a strong sense of urgency
• Positive and personable with strong interpersonal skills
• Strong team player with flexibility and willingness to learn
• Able to work to tight deadlines and manage competing priorities

Company information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for Technical Support Specialist looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.