Remote Support Agent: Line 2

One of the UK’s leading entertainment providers, who due to ongoing growth, are seeking multiple IT Support Technicians to join their rapidly expanding 24/7 support team based at their Burton on Trent office.

The successful candidate will be enthusiastic about both technology and providing first class technical support as well as possessing a passion for resolving complex issues to ensure exceptional company standards are maintained.

Due to the demanding nature of the business, you will be required to work three shift patterns consisting of 12am-8am, 4pm-12am, and 8am-4pm over a shift pattern covering Monday to Sunday including Bank Holidays.

In return, you will receive a starting salary of £23,600, with the ability to earn up to £28,700 through in house training and development opportunities. Furthermore, you will receive a night shift allowance in addition to the basic salary. Other benefits include wellbeing support, 33 days holiday, full training, staff discounts, enhanced share plan and hybrid working.

Roles & Responsibilities

• Progress technical queries from the Operation
• Diagnose, fix, and escalate service incidents
• Active 24/7 systems monitoring and escalation
• Reactively initiate major incident meetings
• Capture and record accurate data within systems
• Resolve user support issues
• Troubleshoot and diagnose hardware issues
• Assist on major support projects
• Follow processes and procedures to a successful conclusion

Skills & Experience

• Previous experience in an IT support environment preferable
• IT related qualifications beneficial but not essential
• Strong organisational skills and an ability to work under pressure
• Strong fault identification and troubleshooting ability
• Experience with incident and problem management
• An ability to work independently as well as collaboratively with a team
• Confident communicator with customers and colleagues
• Good attention to detail and process adherence
• Self-motivated with good work ethic

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