1st Line Support Specialist

1st Line Support Specialist
Department: IT
Employment Type: Full Time
Location: Fully Remote
Reporting To: Alison O'Brien
Compensation: ?6,000 / year
Description
MPLC are the legal way to show movies and TV in a public or commercial spaces across the globe. We have a vision to be the global number one trusted partner to studios and producers for public performance licensing. We are on a mission to enable companies to use great content while championing content creators and their intellectual property.
We work hard to educate organisations about the importance of respecting copyright, and MPLC is a key player in the entertainment and intellectual property ecosystem.
Our company is on a truly exciting journey. We?re investing in our teams, growing fast, making better use of technology and we have bold plans for the future. As part of our growth, we?re hiring for a 1st Line Support Specialist to provide systems support across our business. You?ll need to be dynamic, proactive, and able to juggle lots of competing priorities.
Responsibilites
?Provide 1st line support and respond quickly to all incoming support cases.
?Maintain accurate documentation of support requests and solutions.
?Troubleshoot Salesforce and Sage tickets.
?Triage tickets to 2nd line support staff.
?Track and route problems and requests, documenting resolutions.
?Ensure support delivered aligns with team processes and is of consistently high quality.
?Respond to and clear all cases in a timely manner.
?Maintain an informational knowledge base.
?Help maintain contracts with vendors and support in renewal processes.
?Assist IT support with hardware implementation and maintenance.
?Set up new starters on Sage.
?Provide support on projects as requested by the line manager.
?Regularly report to the manager on the status of technical issues and resolutions.
Who are you?
?Experience in 1st line and helpdesk support.
?Excellent communication skills, able to speak to both colleagues and customers.
?Strong trouble shooting and problem solving abilities.
?Able to work unsupervised and manage workload and priorities.
?Able to work well under pressure and use initiative.
?Experience with Salesforce and Sage Intacct is advantageous.
?Occasional travel will be required.
Benefits
? Fully remote with monthly travel to our Eastbourne office
? Salary ?6,000 with annual reviews
? 25 days holiday plus bank holidays
? Private medical insurance including dental and eye care
? Life insurance
? Discounts and other perks available through our employee portal