1st Line IT Support

Job Description:

1st LINE IT SUPPORT SPECIALIST

SANDIACRE, NG10 5AN (ONSITE)

COMPETITIVE SALARY

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.

THE ROLE:
As a 1st Line IT Support Specialist, you will be required to:

• 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 — from software functionality and operating systems to network connectivity and browser problems
• Manage incident resolution and escalate complex issues to Tier 2 support when needed
• Handle imaging and deployment of computers, ensuring smooth setup and configuration
• Maintain accurate stock records and support inventory management
• Document fixes and contribute to our IT Knowledge Base
• Collaborate closely with our global IT teams in the US, Italy, and Australia
• Liaise with third-party vendors as required
• Travel domestically when necessary
• Uphold Progress Rail’s standards, policies, and procedures

Tech You’ll Work With: Windows 11, Azure Virtual Desktop (AVD), Active Directory / Entra ID, SCCM, Microsoft 365.
 

THE CANDIDATE:
The ideal 1st Line IT Support Specialist:

• Proven experience in a similar IT support role
• Strong communication skills, especially over the phone, with the ability to explain technical issues clearly and confidently
• Excellent organisational and time management abilities, with a knack for multitasking and prioritising effectively
• A proactive approach to troubleshooting and problem-solving
• A team player who’s also comfortable working independently
• Attention to detail and a commitment to delivering high-quality support
• Full clean driver’s licence and willingness to travel domestically as needed
• Ability to communicate clearly in both written and spoken formats
• Experience using IT support ticketing systems
• Familiarity with ITIL principles or relevant qualifications is a plus
• Bonus: Fluency in Italian and/or Spanish is advantageous, though not essential

BENEFITS:

• Tailored training to help you learn and progress including company funded external qualifications
• 33 days holiday per annum, pro rate (inclusive of bank/public holidays)
• Company bonus
• Company pension scheme with 7% employer contribution
• As a member of the Group Personal Pension Plan employee covered by the Company funded life assurance for 3.5x salary
• Employee Assistance Programme with access 24/7
• Various employee recognition schemes

ABOUT PROGRESS RAIL:

Progress Rail, a Caterpillar company, is one of the largest integrated and diversified providers of rolling stock and infrastructure solutions and technologies for the global rail industry. The company provides advanced EMD® locomotives, engines, and technologies, railcars, trackwork, fasteners, signalling, rail welding and Kershaw Maintenance-of-Way equipment, along with dedicated locomotive and freight car repair services, aftermarket parts support and recycling operations.

Progress Rail’s deep industry expertise ensures a commitment to quality through innovative solutions. With a global network across the United States, Canada, Mexico, Brazil, Germany, Italy, Australia, China, Germany, India, South Africa, the United Arab Emirates and the United Kingdom, we are committed to serving our customers.

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 experiences and we pride ourselves on being an inclusive workforce and culture.

HOW TO APPLY:

To be considered for this role, please click on the link provided. If you would like any further information about this vacancy before applying, please feel free to contact Taher Rahman at our Sandiacre site.

We would politely request no agencies please.