Progress Rail, A Caterpillar Company
1st Line IT Support
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1st Line IT Support
1st Line IT Support Specialist
Location: Sandiacre, NG10 5AN (Onsite) Salary: Competitive
Are you passionate about technology and providing exceptional support? We’re looking for a proactive and customer-focused 1st Line IT Support Specialist to join our globally dispersed IT Service Desk team.
About the Role
As a 1st Line IT Support Specialist, you will:
- Be the first point of contact for IT support, assisting end users across our global network
- Troubleshoot and resolve common technical issues in real time, including:
- Software functionality
- Operating systems
- Network connectivity
- Browser issues
- Manage incident resolution and escalate complex issues to Tier 2 Support when necessary
- Handle computer imaging and deployment, ensuring seamless setup and configuration
- Maintain accurate stock records and support inventory management
- Document fixes and contribute to our IT Knowledge Base
- Collaborate closely with global IT teams across the US, Italy, and Australia
- Liaise with third-party vendors as required
- Travel domestically when needed
- Uphold Progress Rail’s standards, policies, and procedures
Technologies You’ll Work With:
- Windows 11
- Azure Virtual Desktop (AVD)
- Active Directory / Entra ID
- SCCM (Software Center Configuration Manager)
- Microsoft 365
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The ideal 1st Line IT Support Specialist possesses:
- Proven experience in a similar IT support role
- Strong communication skills, particularly in a telephonic environment, with the ability to explain technical issues clearly and confidently
- Excellent organisational and time management skills, with the ability to multitask and prioritise effectively
- A proactive approach to troubleshooting and problem-solving
- Strong team exceptional working independently philosophy
- Careful attention to detail and a commitment to high-quality support
- A full clean driving licence and willingness to travel domestically as required
- Ability to communicate effectively in both written and spoken formats
- Experience using IT support ticketing systems
- Familiarity with ITIL principles or relevant qualifications is advantageous
- Bonus: Fluent in Italian and/or Spanish is advantageous, though not essential
Benefits
- Competitive salary with an annual bonus
- Tailored training to support development
- Company-funded external qualifications (where relevant to the role)
- Company pension scheme with 7% employer contribution
- Life assurance cover (3.5 x salary)
- Employee Assistance Programme
- Discounted gym membership – up to 25% off across 4,000 UK gyms
- Fuel Card – save 2-3p per litre at 3,500 UK fuel stations (BP, Esso, Shell)
- Various employee recognition schemes
- 33 days holiday per annum, pro-rated (including bank/public holidays)
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About Progress Rail
Progress Rail, a Caterpillar company, is one of the largest integrated providers of rolling stock and infrastructure solutions for the global rail industry. Our offerings include:
- Advanced EMD locomotives, engines, and technologies
- Railcars, trackwork, fasteners, and signalling systems
- Rail welding, Kershaw Maintenance-of-Way equipment
- Locomotive and freight car repair services, aftermarket parts support, and recycling operations
With a global network across the US, Canada, Mexico, Brazil, Germany, Italy, Australia, China, India, South Africa, UAE, and the UK, we deliver innovative solutions to our customers, aiming for the highest standards of quality.
Equal Opportunities
Progress Rail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. We value and embrace diversity of thought, background, and unique experience, championing an inclusive culture.
How to Apply
For consideration, please click the provided link. For further information about the role, contact Taher Rahman at our Sandiacre site.
Note: No agencies please.
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