IT Support Specialist

IT Support Specialist Hybrid Chippenham

PRIMIS Mortgage Network are the largest dedicated Mortgage & Protection Network in the UK with some 3000 advisors and circa 1000 AR partner firms nationally. PRIMIS form part of the LSL Property Services plc group.

We are recruiting for a new colleague to join our Broker Support Team as a Broker Success Partner CRM Specialist. The team are an integral part of our relationships with our broker partners nationally.

The BrokerSuccessPartnerCRMSpecialist provides first and second-line CRM and technical support. The role supports business-critical CRM services acts as an escalation point for application issues and contributes to continuous improvement.

The successful candidate will exercise sound technical judgement within defined authority retaining ownership of incidents and requests while coordinating with analysts developers project teams and suppliers.

The role is a hybrid role with circa 50/50 split of working from office / home and is in our Chippenham HQ.

Main Accountabilities:

• Provide first and second-line CRM support brokers and advisers by telephone email and remote support.
• Record complete and accurate support tickets including the issue impact affected users troubleshooting undertaken evidence gathered and resolution.
• Own incidents and service requests through investigation resolution or effective escalation keeping users informed throughout.
• Translate user-reported symptoms into clear actionable technical evidence for internal teams and third parties.
• Provide first-line and escalated support for Mortgage Brain and Toolbox applications.
• Act as a technical subject-matter expert and escalation point for application incidents and recurring issues.
• Reproduce faults gather evidence identify patterns and distinguish between user process data configuration and suspected software-defect causes.
• Log and coordinate defects with analysts developers project teams suppliers and system stakeholders retaining clear ownership through investigation and resolution.

Skills Qualifications & Experience Required for the role:

• At least one year of experience in an IT support technical support application support or CRM support environment.
• Practical experience of owning incidents and service requests from initial diagnosis through to resolution or escalation.
• Experience troubleshooting across users devices applications permissions data configuration and business processes.
• Ability to reproduce faults gather evidence and produce clear technical notes for developers suppliers or specialist teams.
• Understanding of information security principles including account compromise and access control.

Desirable experience:

• Experience with Microsoft Entra ID Active Directory Exchange Online Teams SharePoint and OneDrive.
• Experience with software deployment and MFA technologies.
• Experience with ManageEngine ServiceDesk Plus Intercom or comparable service-management and customer-support platforms.
• Application support experience involving defect investigation root-cause analysis UAT or fix/change testing.
• Experience supporting business-critical applications or maintaining evidence for operational risk controls.
• Exposure to ITIL-aligned incident problem change or service-management practices.

Salary is between 24000 and 28000 per annum DOE

Applications in confidence to James McNee of PRIMIS / LSLs internal recruitment function

We are an equal opportunity and Disability Confident employer dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process please let us know.

LSL Property Services / PRIMIS Mortgage Network are dedicated to protecting your data our Recruitment Privacy Notice can be viewed on the LSL Careers website