Level 1 Support

Level 1 Support

About Reece 

The Reece name is probably best known for plumbing. But we’re much more than that. We're radically transforming our business through innovative digital solutions.

Company Benefits? 

• A secure career with a proud Australian company 
• Learning & professional development opportunities 
• Team member discounts on company products 

About the role  

The L1 Support team is a critical function, providing expertise and fantastic support to all Reece staff, covering all incidents and requests.  

Working in this team you are expected to fundamentally love technology and helping others to achieve their goals.  

You will be passionate about customer service and interacting with customers.  

This is initially a 12 month fixed term role with the possibility of an turning permanent.

Key responsibilities include: 

• You will be the first point of contact for all Reece staff, helping triage and solve their IT incidents and requests. 
• Working on documentation, technical handover, and complex tickets 
• Following documented incident and request procedures 
• Contribute to the knowledge base by adding/updating procedures as required. 
• Manage all tickets within agreed SLA’s and KPI’s. 
• Escalate tickets in a timely manner to the appropriate Level 2 team. 
• Ensuring consistent and effective ticket content quality no matter which channel they come through (call, onsite walk-up, ServiceNow, chat, virtual agent, email, Workplace) and within agreed SLAs. 

Skills and Experience: 

• Ideally a minimum of 1 years’ experience in a similar role 
• Ability to communicate in a clear and concise manner, both verbally and in writing to both technical and non-technical staff 
• Analytical aptitude for understanding business-critical issues and escalation processes. 
• Demonstrated experience in operating within an IT support team environment and in meeting deadlines. 

If this feels like the right fit for you, apply now!