SignVideo
IT 1st Line Support
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Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.
Role Summary:
As an IT Technical Support I (UK), you will be expected to provide 1st line support to our customers, staff, interpreters, business partners, and British Sign Language users. You will also be responsible for maintaining accurate records, troubleshooting IT issues as they arise. You will be part of a global IT support team providing both deskside and remote support. You must have an appropriate knowledge of using a range of technologies: including Microsoft, Apple (macOS/iOS), Android, Networking, and Telephony systems. Also, you will perform proactive maintenance activities to ensure systems are functioning and secure. You will be expected to work within a shift rotation pattern as part of the IT team.
Knowledge of website administration would be advantageous, including CMS platforms such as WordPress, servers, hosting, domains, and tools such as Google Analytics, Search Console, and Tag Manager.
Job Title: IT Technical Support I (UK)
Hours: 37.5 hours per week/Full Time
Report to: Director of IT
Department: Information Systems
Salary: £25,000 - £27,000
Job Start: ASAP
Application Closing Date: 7 September 2026
Candidates must be eligible to work in the UK. We will not be able to provide visa sponsorship for this position. Due to the volume of expected applications, only selected candidates will be contacted.
Essential Duties & Responsibilities:
Desktop Support
- Provide technical support to employees or contractors that are either on-site or remote.
- Log all calls on the appropriate system (CRM and IT Ticketing System).
- Escalate more complex calls to the Head of IT, IT escalation teams, and/or our external contractors; follow up at all stages to ensure a full solution has been delivered and all details logged within our systems.
- Meet deadlines promptly and inform the Head of IT if the deadlines cannot be reached.
- Maintain accurate records for support queries & adhere to IT support delivery principles.
- Perform some configuration work on the Video Relay Service (VRS) Platforms' backend after training provided.
- Monitor and maintain the computer systems, VRS Platforms, and any video applications.
- Prioritize and address customer IT feedback to meet internal or external deadlines.
- Ensure accuracy of provisioning of hardware and/or software and test in-house prior to dispatch.
- Support users in the use of supplied and/or third-party equipment by providing necessary training and documentation.
- Provide technical support to websites.
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Other Support
- Liaise with the Sales team to provide updates on new customers and services.
- Provide 1st line technical support for customers; answering support queries via online chat, phone, email, social media, and update the CRM records.
- Take ownership of service user (customer) problems and be proactive when dealing with service user issues.
- Respond to all enquiries from customers and help them resolve any hardware or software-related problems.
- Liaise with customers’ IT support personnel to ensure external technical support is provided when this cannot be resolved internally.
- Carry out daily customer systems checks, reporting to Head of IT where necessary.
- Carry out in-house system testing of our networks - both internal and external on a regular basis.
- Hold responsibility for in-house system back-ups.
- Undertake research and testing of new products/software and reporting back to the business on these findings.
- Carry out any other reasonable IT functions, as directed by the Head of IT.
- Support IT Security Team where necessary.
- Rotational on-call shift for Evening, Overnights, and Weekends.
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Education & Experience:
- A-Level/Higher/Degree Level.
- At least 2 years' experience in IT or related role.
Knowledge, Skills & Abilities:
- Previous I.T. support (face to face, online, and/or telephone) experience required in a similar environment (2 years or more preferred).
- Excellent interpersonal skills relating to the support of customers via telephone, email, and/or other online avenues.
- Strong troubleshooting skills and the ability to creatively resolve issues by drilling down the root cause.
- Working knowledge of current IT networks and systems.
- Experience with cloud system administration would be useful (e.g., AWS, Azure).
- Experience with PC hardware setup and configuration.
- Hands-on approach and a willingness to learn.
- Flexibility & the adoption of a proactive approach at all times.
- Ability to communicate in British Sign Language would be useful.
- Telecom knowledge such as SIP or h323 would be useful.
- Salesforce knowledge desirable and other CRM familiarity useful.
- High level of proficiency with Microsoft Excel is useful.
- Strong interpersonal and communication skills with the ability to work effectively across departments.
- Role involves access to confidential and sensitive information. Requires confidentiality when handling all data in accordance with company policies and data protection legislation.
We Can Offer You:
- Vitality Private Health Insurance
- 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years
- Cycle Scheme
- Tech Scheme
- Referral Scheme
- Workplace Pension
- British Sign Language Level 1, 2 & 3
- Life Relevancy Plan
- Company Sick Pay
- VRS Package
- We Care Service
We are Equal Opportunities Employer
We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of any protected characteristics from the Equality Act (2010). We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
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