We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
We’re looking for a Technical Support Technician to join our energetic, fast-paced team based in Salford Quays, Manchester to provide exceptional customer service and technical support, escalating more complex issues to the appropriate teams.
You’ll be responsible for maintaining accurate records of customer interactions, ensuring customer satisfaction, and delivering an exceptional customer experience and resolution working to our SLA’s. We’ll need you to manage multiple tasks and be great at spinning lots of plate’s at once and be capable of prioritizing your workload in this fast-paced team.
If your approachable, self-motivated, have bags of energy, you’ll be a dab hand at providing Technical Support. You'll ideally live within close commuting distance to our office in Salford Quays, Manchester as you'll be working in the office providing support 5 days a week.
Core skills we’re looking for to succeed in the role:
- Technical Skills: You’ll need experience of supporting Active Directory, Windows 365, Azure, and SharePoint.
- Customer Service: You’ll thrive on delivering an excellent support service, will possess excellent interpersonal skills: will be approachable, friendly, and able to manage internal stakeholders’ needs.
- Teamwork and Independence: You’ll be able to work independently and as part of a team in a fast-paced environment.
- Task Management: You’ll need to be able to manage multiple tasks and prioritize your workload effectively.
- Flexibility: You’ll need to be able to cover working shifts 07:30 – 18:00 Monday – Friday and be willing to work out of hours on an on-call basis when needed. This role requires you to be in the office five days a week, so you’ll need to live within a reasonable commuting distance.
We run on people power, Come, and join us.
What’s involved:
- You’ll log, analyse, triage, and prioritise all IT Incidents, Problems and Changes received via all communication channels into the team, adhering to SLA.
- You’ll provide excellent customer service by responding to customer inquiries in a timely and professional manner via email, phone, and chat.
- Documenting customer interactions and maintaining accurate records of customer inquiries, comments, and complaints.
- You’ll be troubleshooting and resolving technical issues reported by customers.
- Escalating complex issues / collaborating with appropriate teams for further investigation and resolution to ensure a seamless customer experience.
- Identifying and escalating potential issues to management before they become critical.
- You’ll be tasked with keeping up to date with company products and services in order to provide accurate information to customers.
- You’ll continuously improving technical knowledge and skills through training and professional development opportunities.
- You’ll produce any necessary supporting documentation to enable technicians and suppliers to enhance existing or new technical capability, keeping these up to date and regularly reviewed.
- You’ll work with Business Change department to assist in the delivery of Projects/Change
e.g., documentation, training, test scenarios, technical analysis. - You’ll be working shifts to cover 07:30 – 18:00 Monday to Friday.
- Staff performing this role may be required to work out of hours on an on-call basis.
- You’ll record and classify received incidents and undertake an immediate effort in order to restore a failed IT service as quickly as possible.
- You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.
- You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
Experience & knowledge
- Experience working in a 1st line support role.
- Experience of working in an MSP environment – Desired.
- Solid experience working with On Prem and Azure AD.
- Exposure / understand of other Windows 365 cloud technologies / platforms.
- Exposure / awareness of Automation tools.
- PowerShell or equivalent.
- Power Automate or equivalent.
Skills & Qualifications
- Excellent communication skills, both verbal and written Good technical skills.
- People management skills
- Good time management and organisation skills.
- Problem solving skills with the ability to adopt a logical approach to solving problems.
- Solid experience working within Microsoft Azure technologies and platforms.
- Solid knowledge of Microsoft operating systems.
- Good understanding of First Central’s applications (or equivalent system externally) in one or all of the following:
- SharePoint
- MS Office suite and Windows 365 applications
- Microsoft Azure
- Microsoft Intune/Endpoint Manager
- Microsoft Certification – Desired.
- Telephony – Mitel – Desired.
- SDI Service Desk Analyst – Desired.
- Understanding of Agile working methodologies – Desired.
Behaviours
- Self-motivated and enthusiastic.
- An organised and pro-active approach.
- Ability to work on own initiative and as part of a team.
- A flexible approach and positive attitude.
- Emphasis on attention to detail and accuracy.
- Takes initiative to make decisions.
- Takes ownership & responsibility of own and team issues.
- Strives to drive business improvements.
- Embrace, embed and incorporate the company values.
And our success? Well, that’s entirely down to our talented people, who we know, are our biggest asset. Not heard of us. Check out our Glassdoor page to see what our employees think about working here.
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
