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# Tier 1 Support officer

- **Company:** Sandwell Metropolitan Borough Council
- **Location:** Oldbury, United Kingdom
- **Experience:** Expert
- **Salary:** £32,578 - £37,563
- **Contract:** Permanent contract
- **Skills:** Spreadsheets, Issue Tracking Systems, Oracle (Applications), Oracle Fusion Middleware, Oracle Cloud Infrastructure
- **Published:** November 10, 2026
- **Apply:** https://www.wmjobs.co.uk/job-apply/281597/oracle-tier-1-support-officer?LinkSource=JobDetails

## About the Role

* 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.

## Description

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.