Tier 1 Support officer

Sandwell Council is seeking a highly motivated Tier 1 Support officer to provide first-line support for users experiencing issues with the Oracle Fusion. This is a crucial role in ensuring users receive prompt, professional, and effective solutions for both technical and functional issues. The successful candidate will work closely with other IT teams to ensure a smooth and efficient user experience and be responsible for troubleshooting, escalating, and documenting support issues.

This position offers an exciting opportunity to support an essential cloud-based Oracle service that enhances the Council’s service delivery and operational efficiency., * First-Line Support: Serve as the initial point of contact for end-users, addressing inquiries and issues promptly and professionally. Provide clear instructions and guidance to users for issue resolution or escalation.

• Issue Identification and Triage: Analyse and categorise reported issues for efficient escalation when necessary. Document all relevant details in the support ticketing system. Co-ordinate, monitor, and maintain records of issues and support activities. Prepare relevant reports and statistical information as needed.
• Basic Troubleshooting: Utilise established procedures and knowledge base resources to troubleshoot common issues within the Oracle Cloud system. Assist users with navigation and understanding of Oracle Cloud functionalities.
• Process Monitoring: Monitor logs and automated processes according to an agreed schedule, raising any issues with the appropriate support teams.
• Communication: Communicate technical and functional information clearly to users with varying levels of technical expertise. Provide updates on the status of reported issues.
• Documentation: Maintain accurate and up-to-date documentation of support processes and issue resolutions. Contribute to the development and improvement of the internal knowledge base.
• Collaboration: Work collaboratively with Tier 2 and Tier 3 support teams for issue escalation and resolution. Communicate recurring issues or trends to the support leadership team.
• Business Support: Provide support for business areas, including producing documents, spreadsheets, and other reports as required.
• ICT and Multimedia Support: Utilise ICT and multimedia equipment to support service delivery.
• Policy Compliance: Ensure compliance with Council policies, including equality, health and safety, and financial procedures.
• Training & Development: Participate in training opportunities to enhance skills and support team objectives. This is an excellent opportunity to work on cutting-edge products that will be part of transforming ways of working at Sandwell Council.

• At least 3 years of experience providing IT support, preferably with experience in Oracle Cloud systems.
• Strong problem-solving skills and the ability to adapt to new technologies and challenges.
• Proficiency in documenting support processes and troubleshooting techniques.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Familiarity with ITIL service delivery processes.
• Strong teamwork and collaboration skills.