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1st Line Technical Support

Description

Due to increasing demand and ambitious expansion plans, I-Fulfilment are looking for a 1st Line Support Executive to join our energetic growing IT team.

As the 1st Line Application Support Executive, you will be responsible for managing user enquiries efficiently for our growing warehouse ERP SaaS platform. Whether you are responding to support calls and tickets; troubleshooting Desktop issues or SaaS platform issues; keeping the clients updated on ticket progress; escalating issues; or building customer relationships, you will play a key role in ensuring clients and internal users receive an excellent service.

You will be exposed to a number of disciplines, include; databases, application support, software installation and configuration, reporting and software development..

Key areas of responsibility

  • To maintain a high degree of customer service for all support queries

  • Receiving, logging and managing calls from clients or internal users via telephone and email

  • Log all calls in the Service Desk Ticketing System

  • Provide remote support, via industry standard tools, to desktop, server and mobile applications

  • Where possible undertake 1st time fixes for incidents logged

  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

  • Allocate more complex service issues to 2nd/ 3rd line support

Key skills required:

  • Excellent communication skills and telephone manner

  • Excellent organisational skills

  • Previous experience in a software or IT environment

  • Computer & Printer hardware support

  • Strong knowledge of Microsoft based programs

  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

  • Willing to adapt and learn new skills

  • Ability to work on own initiative.

Desirable Skills:

  • Previous experience using help desk applications

  • Exposure to web development technologies and databases

  • Fault-finding and analytical skills

Apply

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