1st Line IT Support
2 days ago
**1st Line IT Support Engineer**
**Leading ERP Software Vendor**
**Package**: £20,000 - 24,000 + On-Call/Shift (£6000)
**Location**: Warrington (Hybrid)
Hours of Work**:3-week rotary role** - 1st week early, 2nd week late, 3rd week off.
Early Shift (07:00 - 15:30) Mon-Fri in the office, Weekends at home Late Shift (15:30 - 00:00) Working at home + on-call for Severity 1 incidents 00:00-07:00
We are working with a leading ERP Vendor who has a superb track record of delivering modern quality solutions to global customers. They have numerous years of experience developing an innovative suite of products to support global customers. They have wonnumerous awards over the last 10 years and are one of the biggest ERP Partners across the UK. This brilliant company has a lengthy track record of innovative solutions and award-winning delivery.
Acting as a 1st line server technical specialist responsible for monitoring the incident logging system for new tickets, performing initial diagnosis and fix or where a solution is not available escalation to the 2nd line. The role also includes answeringtechnical support phone calls and carrying out change requests on behalf of customers.
**Key Responsibilities**
- Investigating, troubleshooting, and logging technical Issues.
- Respond to IT issues when they arise and resolve them quickly.
- Creating and setting up new user accounts.
- Password resets and other account changes.
- Monitoring systems to ensure customers have the best experience.
- Answering calls that come into the helpdesk and ensuring these are escalated to the right team if required.
- Perform proactive maintenance using our in-house monitoring system.
**Requirements**:
- Strong people skills and a knack for problem-solving.
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
- Success in team environments, demonstrating shared responsibility and accountability with other team members.
- Understanding the importance of IT security and adhering to policies and processes.
- Technically competent
The role is very varied, and a lot of on-the-job training will also be provided. This is a fast-paced environment and always new things to learn and progressions to be made.
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