Details:
- Job Type: Permanent
- Job Status: Full-Time
- Location: London
- Date: 1 week ago
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