First Line Support Consultant

About the role

To be part of the 1st Line Support team, managing and resolving support tickets ensuring that our clients, who are using our Pensions software applications, receive first-rate customer service and technical support. The primary role is to help resolve technical problems with our software applications, both internally and for our external clients, via email, phone, and MS Teams.

What you'll be doing:

No two days will be the same, and each day will present new challenges to you. You will be thinking on the spot, dealing with both incidents and service requests, working collaboratively with other individuals and teams to get to the bottom of the problem. Initially, you will be taught how to perform tasks such as password resets and setting up new users in a cloud environment. We will continually help you develop your skillset to progress to more complex Support tasks within the Lumera Operations organisation.

You will need to:

• Record and track all incidents and service requests reported using our ticketing system
• Triage, troubleshoot, prioritise and resolve (where possible) incidents and service requests, for example, password resets, create new users, identifying and fixing (where possible) error messages within our applications, providing information and guidance on workarounds to resolve known issues.
• Escalate any incidents and service requests to subject matter experts to assist
• Chase tickets where required in a timely fashion, keeping all parties informed of progress
• Assign internal issues to appropriate teams, track progress, and pursue/escalate as necessary, keeping all parties informed of progress
• Understand our Service Level Agreements (SLA's) so incidents and service requests are dealt with appropriately and in a timely fashion and do not breach
• Provide support service in accordance with the Software Support Policy Document
• Be able to identify urgent issues and escalate to the Service Delivery Managers and/or Client Relationship Managers (for example, if a P1 or P2 incident)
• Provide advice and guidance to our clients across our product suite, software solutions, and calculations (full training will be provided)
• Share knowledge and best practices
• Maintain and create support desk documentation to be shared either internally or with clients
• Become familiar with and support new technologies and software as and when they are introduced to the company
• Carry out team-supported service requests as agreed with your Manager
• Work on a rota basis (covering the core support hours Monday to Friday 08:30-17:30)

To thrive in this role, you will need to:

• Be able to work both independently and as part of a team
• Be confident talking to external clients
• Have knowledge of the following would be advantageous, although training would be provided:

1. SQL
2. Active directory Group policies
3. Microsoft Office including Office 365
4. Windows servers
5. Previous support desk experience
6. Ticketing systems experience - JIRA
7. Knowledge base experience - Confluence