IT Support Technician

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Prosys Computing are a leading business systems and software supplier based in Cardiff, specialising in Sage accounting and business systems, eCommerce and software development services.

Within Prosys Computing Ltd you will be working as part of a diverse Team providing IT and systems support services to clients using a range of business applications, primarily Sage 200 accounts and CRM systems.

The role will involve managing 1st and 2nd line support calls from customers through our systemised help desk system to successful resolution.

Core Responsibilities

1. Dealing with all incoming, support related, customer enquiries

2. Logging of support cases

3. Keep CRM records up to date and accurate.

4. Resolving issues in a professional and timely manner according to our SLA

Skills Requirements:

Systems:

- Microsoft Windows Server up to 2012R2 (essential)

- Microsoft Windows 7,8,8.1,10 (essential)

Software:

- Microsoft Office Suite up to 2016 (essential)

- Business software: Sage 50, Sage 200 (advantageous)

- Microsoft SQL Server 2008,2012,2014 (advantageous)

- Remote support software Log Me In, TeamViewer, GotoAssist (advantageous)

Hardware:

- Troubleshooting servers, desktops and peripherals issues (essential)

Other:

- Strong IT background (essential)

- BSc Degree in IT related field (advantageous)

- Sage Accreditation (advantageous)

- Professional experience in Sage accounting software and ERP systems (advantageous)

- Industry knowledge and experience in accounting (advantageous)

Behavioural Expectations

- Excellent communication skills, customer care and teamwork

- Ability to organise and prioritise work

- Good problem solving skills and ability to communicate ideas and solutions

- Ability to work well under pressure individually or as part of a team

- Good administration skills

- Ability to write concise practical support documentation

- Resourceful, energetic and enthusiastic; prepared to go the extra mile

Benefits

The job involves a wide variety of knowledge and provides ample opportunity to learn new skills and technologies.

This is a varied role that will allow you to utilise your current skill set while gaining new skills.

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