What you'll be handling:

• Be part of the team providing 24hr * 7 day cover on a rotated shift pattern
• Support customers both internal and external via telephone, email and other channels 
• Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools
• Monitor the hotline ticket system for IT, Facilities and Controls
• Maintenance, support and monitoring of virtual environments
• Work on ongoing issues to reduce the volume of calls
• Provide effective communication to senior management and support colleagues
• Maintain support desk documentation
• Monitor trends and create action plans to prevent issue escalation
• Follow through and own issues raised by yourself, if not resolved
• Escalate problems to the next support level where required and continue to manage the problem until resolved.
• Support the creation of monthly reports
• Review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
• Undertake testing of WCS modules in support of the WCS team when required
• Facilitate the remote monitoring of key accounts control systems
• Attend sites during support office hours as required to support project works and training
•  Monitor hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team
• When required provide additional support to the Internal IT Support Analyst

What you'll need:

• Experience in WCS.WMS Systems
• Materials handling / automation experience
• Experience dealing directly with customers / end users
• Previous experience in remote support roles 
• Effective communicator and able to manage and prioritise workload