Technical Support Specialist

4 weeks ago


Burton Latimer, Northamptonshire, United Kingdom Weetabix Full time

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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