Tier 1 Technical Support Engineer NEW

P. Ducker Systems Ltd
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.