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.