First Line Support Engineer

We have a vacancy in our busy Technical Support team and are looking to recruit an enthusiastic individual with a keen interest in IT and networking to join our First Line Support.

If you are passionate about delivering a first class customer experience, can demonstrate solid problem-solving abilities, exceptional communication skills, and have a proactive friendly attitude, this could be the job for you. Full training will be given.

Key responsibilities of this role:

• Answering customer phone calls and logging these onto the support ticketing system; categorising these by product, ticket type and impact to the customer.
• Categorising email auto-generated tickets by product and ticket type and impact to the customer.
• Adhering to processes, scripts and cyber security and GDPR frameworks.
• Providing initial triage to customers.
• Ensuring customers are provided with timely updates.

Working Environment

We offer hybrid working - with some 3 days in the office and 2 days remote.

Our Support team core hours are 8.00 am - 6.00 pm Monday to Friday. Shift patterns are 08:00 am - 4.30 pm or 9.30 am - 6.00 pm with an hour lunch break.