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First Line Support Agent

Job Locations IN-KA-Bengaluru
ID
2025-8348
Category
Customer Services

Join OneAdvanced

Overview:
The On-Premise Software Support Agent (First Line) is the first point of contact for customers experiencing issues with locally hosted (on-premise) education software systems. This role focuses on diagnosing and resolving basic technical problems, providing guidance, and escalating complex cases to second line support when necessary.

What You Will Do

Key Responsibilities:

  • Respond promptly to support requests via phone, or ticketing system.
    Log, categorise, and prioritise incidents in the helpdesk system ServiceNow.
    Perform initial troubleshooting for on-premise software applications, including installation, configuration, and connectivity issues.
    Guide users through step-by-step solutions in a clear and professional manner.
    Escalate unresolved or complex issues to Second Line Support or relevant technical teams.
    Maintain accurate records of issues, resolutions, and follow-up actions.
    Assist in creating and updating user guides, FAQs, and knowledge base articles.
    Monitor system alerts and proactively address potential issues.

What You Will Have

Required Skills & Experience:

  • Basic understanding of on-premise software environments, including Windows/Linux servers and local network configurations.
  • Familiarity with database connections (e.g., SQL) and application logs.
  • Strong problem-solving and communication skills.
  • Ability to work under pressure and manage multiple tickets simultaneously.
  • Customer-focused mindset with patience and empathy.

Qualifications:

  • IT-related qualification (e.g., CompTIA A+, ITIL Foundation) desirable but not essential.
  • Previous experience in a helpdesk or technical support role preferred.

What We Do For You

  • Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
  • Annual Leave – 20 days of annual leave, plus public holidays 
  • Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
  • Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
    • Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
    • Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. 
  • Life Insurance - 3x annual salary 
  • Personal Accident Insurance - providing cover in the event of serious injury/illness.
  • Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

 

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

 

To learn more about working at OneAdvanced please click here 

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