1st Line Customer Support Engineer Full Time

Becrypt are looking for a driven and customer focused individual to join their Customer Support Help Desk team as a 1st Line Customer Support Engineer, to provide 2nd line technical support and expertise. You will report to the Helpdesk Manager for technical direction and guidance.

Location: Hybrid Working – London Office/Remote

Reporting To: Helpdesk Manager

Key Responsibilities:

• Act as the primary on-site technical support contact for the client
• Accurately log trouble tickets in Becrypt’s ticketing system
• Ensure a high level of customer service and support is provided
• Provide assistance and support to colleagues in IT related matters
• Provide 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

Duties and Responsibilities:

• Diagnosing and resolving technical issues on your own and as part of a team
• Assist with troubleshooting and resolving infrastructure issues
• Handling escalated calls from first/second line members
• Provide support to users via telephone, email and remote control
• Log calls via the helpdesk call logging software
• Keeping documentation up to date

Skills and Knowledge:

• 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

Benefits package:

• 25 days annual leave (plus additional days after 2, 5 & 10 years service)
• Up to 5 days holiday purchase available
• Private medical insurance (including dental & optical and travel insurance)
• Health cashback scheme
• Pension scheme
• Life cover 4 x salary
• Subsidised gym membership
• Employee referral scheme

Role will be subject to a pre-employment screening process and will require Security Clearance.

Tagged as: cyber security, helpdesk, IT, it helpline, technical support, technology