1st Line IT Support Specialist

Overview

First line IT support offering tech assistance, troubleshooting, imaging and inventory for users.

Key Responsibilities

• incident resolution
• inventory management
• it support
• imaging deployment
• troubleshooting
• vendor liaison

Tasks

-Manage incident resolution and escalate complex issues to Tier 2 support when needed -Maintain accurate stock records and support inventory management -Be the first point of contact for IT support, assisting end users across our global network -Handle imaging and deployment of computers, ensuring smooth setup and configuration -Troubleshoot and resolve common technical issues in real time — from software functionality and operating systems to network connectivity and browser problems -Liaise with third-party vendors as required -Collaborate closely with our global IT teams in the US, Italy, and Australia -Uphold Progress Rail’s standards, policies, and procedures

Requirements

• itil
• ticketing
• driver's licence
• troubleshooting
• phone communication
• multilingual

What You Bring

-Ability to communicate clearly in both written and spoken formats -Familiarity with ITIL principles or relevant qualifications is a plus -Strong communication skills, especially over the phone, with the ability to explain technical issues clearly and confidently -Travel domestically when necessary -A proactive approach to troubleshooting and problem-solving -Proven experience in a similar IT support role -Attention to detail and a commitment to delivering high-quality support -Full clean driver’s licence and willingness to travel domestically as needed -Bonus: Fluency in Italian and/or Spanish is advantageous, though not essential -Excellent organisational and time management abilities, with a knack for multitasking and prioritising effectively -Experience using IT support ticketing systems -A team player who’s also comfortable working independently

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Benefits

-Various employee recognition schemes -Company bonus -33 days holiday per annum, pro rate (inclusive of bank/public holidays) -Tailored training to help you learn and progress including company funded external qualifications -Employee Assistance Programme with access 24/7 -As a member of the Group Personal Pension Plan employee covered by the Company funded life assurance for 3.5x salary -Company pension scheme with 7% employer contribution

About Progress Rail, A Caterpillar Company

-Operates as a pioneer in rail transport, offering comprehensive solutions across the rail industry. -Provides cutting-edge locomotive, railcar, and track services to railroads and industries globally. -Designs and manufactures advanced locomotives, signaling systems, and specialized rail components. -Key projects encompass freight and passenger systems, including custom-engineered solutions and maintenance. -Recognized for combining robust technology with extensive rail network experience. -Expands its global reach through Caterpillar's resources to create innovative rail solutions. -Maintains strong positions in both freight and passenger rail markets, emphasizing reliability and efficiency. -Ensures high standards of quality and safety in all operations, focusing on continuous improvement.

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