First Line Support Agent

Overview:
The On-Premise Software Support Agent (First Line) is the first point of contact for customers experiencing issues with locally hosted (on-premise) education software systems. This role focuses on diagnosing and resolving basic technical problems, providing guidance, and escalating complex cases to second line support when necessary.

Key Responsibilities:

• Respond promptly to support requests via phone, or ticketing system.
  Log, categorise, and prioritise incidents in the helpdesk system ServiceNow.
  Perform initial troubleshooting for on-premise software applications, including installation, configuration, and connectivity issues.
  Guide users through step-by-step solutions in a clear and professional manner.
  Escalate unresolved or complex issues to Second Line Support or relevant technical teams.
  Maintain accurate records of issues, resolutions, and follow-up actions.
  Assist in creating and updating user guides, FAQs, and knowledge base articles.
  Monitor system alerts and proactively address potential issues.

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. 
• Life Insurance - 3x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com