Tier 1 Support Analyst - OFFICE BASED
Company: E-Max Systems Ltd
Location: Office-based – Suite 17/18, Arx House, James Watt Avenue, East Kilbride, G75 0QD
Working Hours: Monday to Friday, 09:00 – 17:00
About E-Max
E-Max Systems is a leading provider of ERP business software solutions for small to medium-sized companies. Throughout our 28-year history, we have provided successful solutions to hundreds of clients in manufacturing, engineering, and associated industries.
We develop, deliver and support our software solutions from our three office locations across the UK and Australia. Our team of experienced Analysts, product specialists and developers are focused on helping our customers achieve a competitive advantage through the power of our software and industry expertise.
Due to expansion, an exciting opportunity has arisen for someone new to join our team.
As a Support Analyst, you will be the first point of contact for customers seeking technical assistance. Your role will be to provide basic troubleshooting and support for our ERP solutions, assisting users with common issues, escalating more complex cases, and ensuring a smooth user experience. This position is ideal for someone with strong problem-solving skills, effective communication, and a genuine interest in technology and customer service.
What we are looking for
E-Max Systems is looking to expand our Support Desk with the addition of a Tier 1 Support Analyst. This role is ideal for someone who enjoys problem-solving, communicating with users, and working as part of a fast-paced support team.
Key Responsibilities
- Inbound and outbound call handling
- Managing incoming support tickets, including creation, escalation, and closure
- Handling live chat queries throughout the day in tandem with calls and ticket management
- Escalating internal tickets via dedicated channels (Microsoft Teams)
- Providing first-line support to customers in a professional and timely manner
Required Skills & Experience
- IT literate with a strong interest in technology
- Experience working within a support or service desk environment
- Ability to pickup software quickly
- Strong verbal and written communication skills (phone, email, Teams, and live chat)
- A hard-working, self-motivated individual
- A team player who understands the importance of communication
- Ability to follow direction and processes from management
Desirable skills (But Not Essential)
The following experience is not required, but would be beneficial:
- SQL
- Linux
- Crystal Reports
- ERP system experience
Provided
- Laptop
- Headset
- ERP System Training
Benefits
- Lunch provided every second Friday
- Water / Coffee & Tea / Breakfast provided daily
- Company-wide Activities and Socials three times a year
- Onsite electric vehicle charging available
Why Join E-Max Systems?
- Office-based role in East Kilbride
- Supportive team environment
- Opportunity to grow and develop within an established IT support function
If you’re motivated, reliable, and looking to build or continue your career in IT support, we’d love to hear from you.
Contact: Drew McNamara (Operations Director)
Email: [email protected]
Job Types: Full-time, Permanent
Pay: Up to £26,000.00 per year
Work Location: In person
