Systems Technical Support Analyst

TSG UK; Longforgan; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

A leading company in energy solutions is seeking a Systems Support Analyst to provide software support for customers in the Petrol Forecourt Industry. This role involves delivering efficient technical support, offering training, and managing customer incidents effectively. The ideal candidate will possess strong problem-solving skills, technical support experience, and the ability to learn new systems quickly. Opportunities for progression are available upon successful completion of the probation period.

Benefits

Bonus scheme linked to annual objectives

Full training for the role

Hybrid work model

Qualifications

• Experience in a Helpdesk/User Support function is essential.
• Technical support experience required.
• Ability to work without supervision.

Responsibilities

• Provide 1st line technical support to customers and internal systems.
• Triaging incidents within agreed timescales.
• Maintain accurate records and provide updates.

Skills

Technical Support

Problem Solving

Communication

Organisational Skills

PC Hardware Expertise

Learning New Software

Customer Focused Approach

Education

Technical or Scientific Specialty

Helpdesk/User Support Experience

Tools

Windows Operating System

Windows Office Products

Job description

TSG UK provides a comprehensive range of solutions to our customers in the energy retail, commercial fleet and transport industries across the UK. Our customers benefit from full turnkey solutions, encompassing design, construction, product supply, installation, project management, service and maintenance. Through seven key business lines, we are firmly established as one of the largest suppliers of forecourt equipment and custom signage, electrical installations and new energy solutions.

We are currently recruiting for a Systems Support Analyst, to be based from our Head Office at Longforgan/ Dundee:

Principal Objectives of Role :

Provide systems support for all external users and customers across the portfolio of systems provided, maintained and supported by the Systems Support Team.

Please note this is not an Infrastructure (PC's, Servers, Network, Printers etc) Support role; its primary function is in the support of software or systems used by our customers in the Petrol Forecourt Industry

To provide the most responsive and effective service to the internal business in support of the tools they use in order to operate and provide our services

Key Responsibilities :

Provide 1st line technical systems support to external customer base via telephone, teams chat, email and tickets logged directly in the prescribed incident management solution.

Provide 1st line technical support for all internal business systems solutions managed under the portfolio of the team.

Provide training and advice for all customers in use of all POS and back-office systems.

All incidents (internal & external) must be triaged within agreed timescales (SLA's).

Provide information and guidance to station personnel in the proper support and maintenance of equipment.

Escalation of incidents in a timely and well documented style to senior members of the team with a view to maintaining compliance to customer contract and SLA's.

Maintain accurate records of work done, and provide timely updates, of all records.

Acquire and apply new knowledge and skills necessary on all systems within the teams' portfolio of responsibility and actively engage in training initiatives.

Assist in the project management of periodic system upgrades.

Variable shift pattern operates between the hours of 8am to 8pm (M-F) & 8am-5pm (S&S).

You will be required to participate on weekend rota, working via a published roster, which is paid as additional to salary.

Skills & Abilities Required (Essential) :

Technical Support experience.

Good problem solving & troubleshooting skills.

Strong communication and organisational skills.

Ability to work to tight deadline with a flexible and customer focused approach.

Intermediate level of expertise in PC hardware and repair - Understanding and use of Windows Operating System, Windows Office products and Communications software.

Experience and knowledge within a retail environment.

Demonstrate ability to quickly learn using new software and technologies.

Ability to work without supervision.

Skills & Abilities Required (Desirable) :

• Experience working with & supporting ePOS systems.
• Knowledge of back-office equipment.
• Experience in the Fuel Retail sector.
• Knowledge of forecourt control systems.
• Previous experience or education in a systems/ application service desk environment. (ITIL)
  
  

Education :

• A qualification in a technical or scientific specialty would be helpful to demonstrate aptitude for technical work but is not essential.
• In the absence of any formal qualification you must be able to demonstrate some experience in a Helpdesk/ User Support function.
  
  

Future Career Opportunities:

Advancement for the right candidate to level 2 roles and beyond

Additional :

Once in position candidate to receive training in line with Health & Safety Law.

Full training for the role will be provided.

We operate a hybrid (home/ office) style operating model within the team, which will be discussed once training has been completed.

Salary advertised is starting salary which will be increased by £500 upon success completion of probation.

A bonus scheme linked to annual objectives is in operation within the department.

As per Health and Safety at Work Act 1974, Employee's must also

Take care of their own health and safety and that of others.

Co-operate with their employers.

Not interfere with anything provided in the interest of health and safety.