First Line Support Technician in Poole, Dorset

First Line Support Technician

Permanent

Our client 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. You will be primarily responsible for incident logging, agreeing priorities and 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.

About you
Candidates should have experience in providing technical support in a help-desk environment or other relevant experience in a customer service oriented and customer facing environment.

Essential skills:
* A professional and confident manner
* Good interpersonal skills and communicator
* Customer service oriented
* Ability to think laterally under pressure with attention to detail
* Experience in a support related role and ideally actively working in an IT Support Environment.
* A good working knowledge of Microsoft 365 Products and Admin Console
* Working knowledge of PC hardware, networking principles and Microsoft Server Operating systems.
* Working knowledge of an Incident Management System (Pref. Connectwise)
* Understanding of Microsoft Server
* Understanding of Azure
* A professional and confident manner
* Understanding of Active Directory/Group Policies
* Understanding of anti-virus products and technologies
* Working knowledge of PC/Laptop/Mobile hardware, networking principles and Microsoft Server Operating systems.

Advantageous skills:
* Working knowledge of Solarwinds Nable
* Working knowledge of backup technologies
* Strong working knowledge of Citrix /Microsoft RDS/ Microsoft Windows Server operating systems
* Scripting (Powershell etc)
* Veeam knowledge
* Good Working Knowledge of Azure/Intune/MDM Experience
* SAP B1/BYD knowledge
* Tagetik
* BI, Analytics, ERP and EPM Technologies

Working 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

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.