Oracle Tier 1 Support Officer in Oldbury

Title: x2Tier 1 Support Officer

Grade/Salary: Band E, SCP 18-25 (£32,578 - £37,563 per annum)

Contract Type: Permanent

Working Pattern: 37 Hours, Monday - Friday

Location: Sandwell Council House, Freeth St Oldbury B69 3DE

Sandwell Council is seeking a highly motivated Tier 1 Support officer to provide first-line support for users experiencing issues with the Oracle Fusion. This is a crucial role in ensuring users receive prompt, professional, and effective solutions for both technical and functional issues. The successful candidate will work closely with other IT teams to ensure a smooth and efficient user experience and be responsible for troubleshooting, escalating, and documenting support issues.

This position offers an exciting opportunity to support an essential cloud-based Oracle service that enhances the Council's service delivery and operational efficiency.

Key Responsibilities

• First-Line Support: Serve as the initial point of contact for end-users, addressing inquiries and issues promptly and professionally. Provide clear instructions and guidance to users for issue resolution or escalation.
• Issue Identification and Triage: Analyse and categorise reported issues for efficient escalation when necessary. Document all relevant details in the support ticketing system. Co-ordinate, monitor, and maintain records of issues and support activities. Prepare relevant reports and statistical information as needed.
• Basic Troubleshooting: Utilise established procedures and knowledge base resources to troubleshoot common issues within the Oracle Cloud system.Assist users with navigation and understanding of Oracle Cloud functionalities.
• Process Monitoring: Monitor logs and automated processes according to an agreed schedule, raising any issues with the appropriate support teams.
• Communication: Communicate technical and functional information clearly to users with varying levels of technical expertise. Provide updates on the status of reported issues.
• Documentation: Maintain accurate and up-to-date documentation of support processes and issue resolutions. Contribute to the development and improvement of the internal knowledge base.
• Collaboration: Work collaboratively with Tier 2 and Tier 3 support teams for issue escalation and resolution. Communicate recurring issues or trends to the support leadership team.
• Business Support: Provide support for business areas, including producing documents, spreadsheets, and other reports as required.
• ICT and Multimedia Support: Utilise ICT and multimedia equipment to support service delivery.
• Policy Compliance: Ensure compliance with Council policies, including equality, health and safety, and financial procedures.
• Training & Development: Participate in training opportunities to enhance skills and support team objectives. This is an excellent opportunity to work on cutting-edge products that will be part of transforming ways of working at Sandwell Council.

Required Skills and Experience

• At least 3 years of experience providing IT support, preferably with experience in Oracle Cloud systems.
• Strong problem-solving skills and the ability to adapt to new technologies and challenges.
• Proficiency in documenting support processes and troubleshooting techniques.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Familiarity with ITIL service delivery processes.
• Strong teamwork and collaboration skills.

Closing Date: 22nd November 2026

Sandwell Council welcomes applications from Armed Forces veterans and values the transferable skills and experience they bring. Under our Veterans’ Guaranteed Interview Scheme, eligible veterans who demonstrate that they meet all the essential criteria for the role will be guaranteed an interview. Please indicate in your application that you wish to be considered under the scheme.