Technical Support Specialist
4 weeks ago
We are seeking a skilled Technical Support Specialist to join our team at Weetabix. As a key member of our IT department, you will be responsible for providing top-notch technical support to our colleagues across various locations.
The successful candidate will work closely with our applications and systems to analyze, diagnose, and resolve IT issues. This role requires a strong understanding of Microsoft-based operating systems, ERP software solutions, and ITIL service management principles.
Key responsibilities include:
- Troubleshooting IT-related problems, including network issues, software, and hardware issues.
- Providing Tier 2 level IT support, including all issues escalated from Tier 1.
- Utilizing available tools to effectively address incidents, issues, and queries with confidence.
- Delivering excellent customer service for all support queries and adhering to ITIL service management principles.
- Managing incidents and requests at Tier 2 escalation.
- Documenting incidents using our IT Service Desk ITSM Toolset tracking system and creating knowledge-based articles to develop others.
- Providing training to users of new devices and IT services to reduce tickets raised.
- Contribute information to the monthly Service Desk report on call trends.
- Coordinating external technical assistance when internal resolution of issues is not feasible.
Requirements:
- Experience in IT Incident management and resolution.
- Good knowledge of Microsoft-based operating systems.
- Compliance and Process-driven delivery.
- Knowledge of ERP software solutions.
- Alignment to Weetabix values.
- Ability to demonstrate how you keep up to date in your field of expertise.
Nice to have:
- ITIL experience.
- Experience working in a Fast-Moving Consumer Goods (FMCG) environment.
- Exposure to the following Technologies: D365, Boomi, Microsoft Suite, Manufacturing Applications.
Benefits:
- Annual bonus 5%.
- Double matched ER contributed pension scheme.
- Annual Salary review.
- Access to 24/7 counselling service (in partnership with Grocery Aid).
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