Level 1 Support
2 days ago
Level 1 Support
**Job Description**:
**About Reece**
The Reece name is probably best known for plumbing. But we’re much more than that. We're radically transforming our business through innovative digital solutions.
**Company Benefits**
- A secure career with a proud Australian company
- Learning & professional development opportunities
- Team member discounts on company products
**About the role**
The L1 Support team is a critical function, providing expertise and fantastic support to all Reece staff, covering all incidents and requests.
Working in this team you are expected t o fundamentally love technology and helping others to achieve their goals.
You will be passionate about customer service and interacting with customers.
This is initially a 12 month fixed term role with the possibility of an turning permanent.
**Key responsibilities include**:
- You will be the first point of contact for all Reece staff, helping triage and solve their IT incidents and requests.
- Working on documentation, technical handover, and complex tickets
- Following documented incident and request procedures
- Contribute to the knowledge base by adding/updating procedures as required.
- Manage all tickets within agreed SLA’s and KPI’s.
- Escalate tickets in a timely manner to the appropriate Level 2 team.
**Skills and Experience**:
- Ideally a minimum of 1 years’ experience in a similar role
- Ability to communicate in a clear and concise manner, both verbally and in writing to both technical and non-technical staff
- Analytical aptitude for understanding business-critical issues and escalation processes.
- Demonstrated experience in operating within an IT support team environment and in meeting deadlines.
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