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 SLA's
• 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 Software's 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.