Job Description:

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.