Tier 1 Technical Support Engineer

Job Purpose:

Becrypt are looking for a driven and customer focused individual to join their Customer Support Helpdesk team as a Tier 1 Customer Support Engineer. You will provide first line technical support and expertise. You will report to the Helpdesk Manager for technical direction and guidance.

Principal duties and responsibilities:

* Act as the primary technical support contact for the client both remotely and on-site when needed

* Provide support to users via telephone, email, remote control, and in-person

* Accurately log incidents and service requests in Becrypt’s ticketing system

* Ensure tickets are always kept up-to-date with case details

* Work collaboratively to support team members in IT related matters

* Provide troubleshooting assistance as required to the Technical Services team

* Escalate problems where necessary to management or third-party suppliers

* Undertake small to medium-sized IT projects as instructed by the Technical Services team

* Diagnose and resolve technical issues on your own and as part of a team

* Ensure a high level of customer service and support is provided

* Assist with troubleshooting and resolving infrastructure issues

* Keep documentation and wiki up to date

* Be available for 24/7 on-call support on a rotational basis, when required

Skills and Experience:

* Ability to multitask, prioritise tasks and work well under pressure

* Excellent written and verbal communication skills

* Confident, clear, and professional telephone manner

* A genuine interest in technology and a willingness to learn

* Proactive and works well as part of a team or alone

* Exposure to, and support of, cloud based services:

* Microsoft Office 365

* Microsoft Azure

Package & discretionary benefits:

25 days annual leave plus an additional 2 days after 2 years’ service

5 days additional holiday purchase available

Private medical insurance

Heath cashback plan with Healthshield

Pension scheme

Life cover 4 x salary

Season ticket loan

Salary exchange benefits (ride2work, pension)

Subsidised gym membership

Employee referral scheme

Role will be subject to an employment screening process and will require security clearance