1st Line Support

1st Line Support
Walsall / On Site – Salary £26,000 per annum
1st – 2nd Line Support required for leading client based in Walsall to provide support across technology systems, responding to and resolving incidents raised either by users or by system alerts across all technology solutions used in the business.

The successful candidate must posses excellent customer service and communication skills as well as excellent technical knowledge – including SQL, .Net, Microsoft Windows and Office 365.
Key Requirements:

Providing second line support for all technology systems – responding to and resolving incidents raised either by users or by system alerts across all technology solutions used in the business and within agreed SLAs
Supporting colleagues in the head office, including hardware, software, and IT queries – in line with SLAs
Identifying, diagnosing, and resolving incidents
Documenting solutions and keeping support documentation up to date
Working with the project teams to on-board new solutions into Support
Working with third parties to ensure new store openings take place on time and to a high quality
Working with third parties who play a role in supporting some of our systems, including logging incidents and seeing these through to completion within agreed SLAs
Working with our 1st line support colleagues, ensuring that any information that could help with first time fix rates or smoother escalation to the Tech Team are communicated clearly
Provide necessary end user IT training where needed


Technical Skills:

Excellent customer service and communication skills, capable of dealing with people at all levels, often in a very busy environment
Excellent technical knowledge – including SQL, .Net, Microsoft Windows and Office 365
Strong troubleshooting skills: a desire to get to the root of a problem
Must be flexible around working hours - willing to travel to other sites (sometimes at short notice), willing to work outside normal/planned hours in order to resolve issues
Excellent organisational skills, able to multi-task and work under pressure
Strong understanding of a modern retail technical landscape – understanding API’s, integration methodologies, infrastructure and overall architectures
Excellent documentation skills – able to quickly and accurately document solutions for both technical and non-technical users.

Experience with Confluence, Jira and Trello would be an advantage

Interested!?! Please send your up to date CV to Lucy Morgan at Crimson for immediate review
Not interested?! Do you know anyone that might be? Refer a friend for this role to earn £250 worth of vouchers.
Crimson are acting as an employment business in regards to this vacancy.