First Line Support Technician

First Line Support Technician

Location: Poole, Dorset

Salary: up to £22k + Bonus + Pension + Discount Shopping Scheme + Free Car Parking + 25 Days Holidays

The company:

Our client are a leading provider of IT solutions, providing services to SME's to sizeable PLC's, local business to international firms.

They have been in business for over 25 years with multiple offices providing solutions based on leading technologies.

They have delivered hundreds of solutions across numerous disciplines and sectors, and they have a proven track record of providing full life-cycle projects from concept through to implementation.

The Role:

The company seeks a high-calibre individual to join a well-established team to provide 1st line support for both applications and infrastructure products and solutions.

Application support centres around the outstanding business system SAP Business One and related products.

Infrastructure support involves all aspects of hardware, operating systems, networking, and other related disciplines.



Responsibilities:

? You will be primarily responsible for incident logging, agreeing priorities
? Setting realistic expectations of resolution with customers,
? Assigning, and managing the technician's queues, updating the end users,
? Dealing with simple 1st line issues and maintaining support contracts.


? After training you may be expected to assist with the resolution of basic support issues.




Appropriate product training, orientation and mentoring is provided in a combination of structured training, self-paced learning and vocational coaching.



Working hours:

? Will be within core hours 7am to 7pm.


? Shift rotation for the department will be in place to cover these hours (shifts would be rota's to be 7am to 3.30pm, 8am to 4.30pm, 9am to 5.30pm and 10.30am to 7pm)


About You:

? The candidates should have experience in providing technical support in a help-desk environment or other relevant experience