First Line Support Analyst

This position is Maternity Cover. FTC 12 months

About us:

FLEETCOR, is a Global Leader in Commercial Payments. Our specialised payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Over 80 countries around the world operate and use our solutions for their payments. We’re passionate about our brand, our product, customers and employees, and we want to meet highly motivated individuals who will share our vision – and our passion.

About the role and what you’ll be doing:

The ideal candidate for this position will have at least 2 Years of experience within the IT support area.

You will be the first point of contact for users having IT issues. You will log the call, perform basic troubleshooting, fix the problem when possible, or escalate tickets to other technicians.

You will handle service requests related to business related technology including desktop and laptop workstations and peripherals, printers, networks, and other hardware and software needs.

This is a busy and fast paced environment; challenging but exciting. You will have to collaborate with other team members and at the same time handle a high volume of independent work. You need to have a “Can Do” attitude and quickly adapt to new circumstances and manage multiple daily tasks and deadlines.

Key accountabilities:

• Your primary role is to provide technical support to users that may be on-site or working remotely on various software, hardware, or connectivity problems.
• You will answer incoming phone calls to IT helpdesk from business colleagues and handle them in a timely manner.
• You will handle user access requests to the business applications.
• You will be working mainly on a Microsoft Windows environment on a complex IT infrastructure.
• You will participate in projects that may have strict deadlines and may require off-hours work.
• Document, track, and monitor problems to ensure a timely resolution.
• Keep business clients informed on the progress of their request/incident.
• You will need to be in the office to fulfil your daily duties (no remote working).

Skills and experience we’d like you to have:

• Experience of PC hardware troubleshooting and problem solving.
• Experience supporting desktop applications.
• Able to install, configure, upgrade, and relocate PC hardware, software, and print devices.
• Active Directory administration, password resets, new user setup, off-boarding tasks.
• Provide access to business applications and software installation.
• Administration of network shares and file access management.
• Administration and support of Windows 10 & 11.
• Basic administration of Exchange Server.
• Configuration of user and shared mailbox access.
• Configure Android and iPhone mobile phones for business use.
• Experience on IT Service Management tools, like ServiceNow.
• Ability to understand and follow technical procedures and policies.
• Document procedures and update the Assets inventory.
• Be attentive to details, organized, and methodical.
• Awareness of data privacy and IT security.
• Be technical curious and have a Continuous Improvement mindset.

Nice to have:

• Understanding of ITIL principles.
• Experience on telephony support (OpenScape).
• Networking knowledge covering Broadband, Local Area Networks, Switches & VLan’s.

The rewards we give you:

• Excellent progression opportunities working for a global company
• 4 X Life insurance
• Pension scheme 5% employer contribution
• Private Healthcare
• 25 days Holiday (plus Holiday Buy/Sell)
• Access to benefits portal – Perk Box
• Employee Fuel Card
• Access to LinkedIn learning
• Free on-site parking

Fleetcor is committed to equality of opportunity and welcome applications from people, regardless of age, gender, ethnicity, disability, sexuality, social background, religion and/or belief. And we promote flexible working opportunities where operational needs allow.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: £25,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Life insurance
• Private medical insurance
• Referral programme
• Sick pay

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Walsall: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• Technical support: 2 years (preferred)
• Customer service: 1 year (preferred)
• IT support: 3 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person