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