1st Line Support Analyst Full Time

Bromley, Kent
Pond Group Ltd

NO AGENCIES

Are you someone who loves technology? Are you ready to embark on an exciting journey in the world of IT support? Are you looking to get more exposure to all aspects of IT Support?

If the answer to the above is yes then Pond Group needs you!

We are a cutting-edge technology company with 25 years of innovation and are seeking a talented individual to join our dynamic team as a 1st Line Support Analyst.

About Us:

At Pond, we thrive on innovation and pushing the boundaries of what’s possible with technology. For over two decades, we’ve been at the forefront of shaping the digital landscape for our customers providing groundbreaking solutions worldwide. As a member of our team, you’ll be part of a vibrant community dedicated to excellence, creativity, and continuous growth.

As a 1st Line Support Analyst at Pond, you’ll be at the forefront of our mission to deliver exceptional technical support to our clients. You’ll have the opportunity to work with current technology, solve challenging problems, and make a real impact on the success of our clients’ businesses.

The Job:

• Talking to customers in a professional manner and ensuring their issues are logged and they are kept informed of progress.
• Managing customers expectations
• Monitoring/resolving alerts for problems (checking backups, disk space, anti-virus definitions, etc.)
• Occasional visits to customer sites throughout London and the Southeast.
• Taking on support issues assigned from Triage.
• Involved with Autopilot building of customer computers
• Understanding the need to keep customers informed and to keep the Triage team up to date on any new processes/Technologies.
• Escalate tickets where appropriate

Are you ready to embark on an exciting journey in the world of IT support? Pond, a cutting-edge technology company with 25 years of innovation, is seeking a talented individual to join our dynamic team as a 1st Line Support Analyst.

About Us

At Pond, we thrive on innovation and pushing the boundaries of what’s possible with technology. For over two decades, we’ve been at the forefront of shaping the digital landscape for our customers providing groundbreaking solutions worldwide. As a member of our team, you’ll be part of a vibrant community dedicated to excellence, creativity, and continuous growth.

As a 1st Line Support Analyst at Pond, you’ll be at the forefront of our mission to deliver exceptional technical support to our clients. You’ll have the opportunity to work with current technology, solve challenging problems, and make a real impact on the success of our clients’ businesses.

The Job

• Talking to customers in a professional manner and ensuring their issues are logged and they are kept informed of progress.
• Managing customers expectations
• Monitoring/resolving alerts for problems (checking backups, disk space, anti-virus definitions, etc.)
• Occasional visits to customer sites throughout London and the Southeast.
• Taking on support issues assigned from Triage.
• Involved with Autopilot building of customer computers
• Understanding the need to keep customers informed and to keep the Triage team up to date on any new processes/Technologies.
• Escalate tickets where appropriate

Preferred skills/Experience or interests.

• Full clean driving License (preferred but not essential)
• Support of full Microsoft Office Suite (all versions, including Office 365, Microsoft Azure)
• Microsoft Azure Autopilot / Modern Workplace / Intune (Must have a basic understanding of Groups/ User account creation)
• An aptitude for learning new technology.
• Logical Thinker
• Troubleshooting skills
• Support of Windows, Macs and a basic understanding of IOS and Android devices
• Any current Microsoft certifications would be beneficial

Hours

09.00 – 17.30 (Monday to Friday) with one hour for lunch

Annual Leave

20 days plus public holidays

PLEASE NOTE: Due to the large number of applications that we receive we will not be able to respond to all applicants. If your CV catches our eye then we will be in touch. Please include your location in your CV or cover letter.

Job Type: Full-time

Salary: £26,000.00-£30,000.00 per year

Benefits:

• Company pension
• Private medical insurance
• Sick pay

Work Schedule:

• Monday to Friday

Ability to Commute:

• Bromley (required)

Work Location: In Pond Group Head Office, Bromley, Kent