Software Support Technician Tier 1

The 1st Line Support Technician provides application/business support to our customers. When the 1st Line Support Technician becomes an expert in the intricacies of our software and the hire/rental

industry, there will be a potential progression opportunity to evolve into a 2nd Line Support Technician.

You will have had prior business/application support experience supporting external customers and preferably exposure to some of the technologies involved with the software (listed in key skills) with an emphasis on SQL server/database admin, server and client O/S, basic network troubleshooting and IIS.

Performance

Providing telephone and email support to external customers and colleagues providing an

excellent level of service

Logging, prioritising and acting on calls via the Point of Rental Software CRM system (Salesforce)

Ensuring that the Point of Rental Software CRM (Salesforce) system is updated in a timely manner

so that the status of logged calls can be monitored, and problem reporting can be done

effectively. This includes recording time taken to complete calls and the details of actions

performed to troubleshoot/resolve support calls

Ensuring that all daily tasks are carried out according to the agree procedures and within SLAs

Identifying trends and critical issues and escalating them to other team members or management, as required

To be proactive in identifying areas for improvement and bringing these ideas to the attention of

the relevant people and to assist in the development of the Service Desk procedures and

knowledge base

Documenting software features and business processes for use as knowledge base articles or

customer fact sheets

Treating all customers and colleagues with respect and demonstrating a commitment to the Point

of Rental Softwares Equal Opportunities Policy

Participating in testing of new releases of Syrinx products

Key Skills

Languages: English and German (desirable)

Experience in a 1st Line Support or Server Support role

Fast learner

Knowledge of SQL Server, Server 2003 and 2008 and Terminal Services (RDP) as well as PC/client

Operating Systems is all an advantage

Windows server shares and permissions

A successful track record in application support

Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP

A strong knowledge of Microsoft environments and have proficient problem-solving skills

Good customer service skills and confidence on the phone

Enthusiasm for technical challenges

A strong desire to learn and explore new areas of technology

Patient mind for troubleshooting under pressure

Excellent communication and customer service skills are essential

Excellent attention to detail

Able to follow processes

Willingness to learn and develop skills

Advantageous Skills

IIS

Crystal Reports

SQL Server and a basic understanding of TSQL queries

Accounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce,

Pegasus Opera, Exchequer and Access Dimensions

Experience with mobile data devices

Hire industry terminology and business concepts

General business processes (accounting, purchasing, sales etc)

Please note that job descriptions cannot be exhaustive, and the post-holder may be required to

undertake other duties, which are broadly in line with the above key responsibilities.

EPIC Core Values

Empowering We equip our teammates, customers, and communities to reach their full

potential. We foster confident autonomy to resolve issues and discover new ideas by investing in

continuing education, promoting an atmosphere of open questioning and active listening, and

defining a wide boundary of trust.

Principled We are committed to creating an environment of authenticity, honesty, and

openness. Our actions demonstrate conviction and purposeful intention in the way we interact

with our teammates, customers, and communities.

Innovative We are trailblazers, committed to constant innovation in everything we do for our

team, our customers, and our communities. We relentlessly strive to identify opportunities and

surmount future challenges to ensure success.

Caring We authentically care about our teammates, customers, and communities. By supporting

and mentoring them to be their best, we empower and encourage them to serve others with the

goal of making the world a better place.