Salary: £18,000 plus fantastic benefits
Job Type: Permanent
Job ID: 166856
Our client is a national, forward thinking, creative bespoke software provider in the rail industry.
Due to growth and expansion they are looking to recruit a 1st line Support Advisor.
You will be responsible for the following:
Provide Technical 1st Line Support to end users via phone and Service Desk.
Escalate 2nd Line Support calls to Operations and Development teams.
Maintain a high level of customer service to users throughout the ticket process.
Take ownership of support requests, following through until completion.
Understand and communicate solutions and workarounds for tickets which require development.
Carry out investigations to reproduce reported issues and log evidence.
Distribute unassigned issues to the relevant department.
Daily maintaining of safety critical data.
Provide training to customers when required.
Collate system improvements and raise to Management.
Work to SLA thresholds for incidents, requests and problems.
Support multiple products and prioritise issues based on severity.
You will have the following:
Proven analytical and investigating skills in troubleshoot software, as well as possessing high attention to detail.
Experience in identifying underlying issues and trends in technical systems through appropriate interaction with end users.
Excellent knowledge of supporting a fast-paced customer facing environment.
Have experience in 1st line IT support and have ability to analyse a given issue.
Salary:£18,000 plus excellent benefits and progression opportunities