FORT
First Line Support
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1st Line Support Engineer
📍 Liverpool (3–4 Days Onsite)
💰 Up to £30,000
We're working with a growing UK technology business whose software is used by some of the country's largest organisations to manage their workforce and day-to-day operations.
As they continue to grow, they're looking to add a 1st Line Support Engineer to their Customer Success team. This is an opportunity to join a collaborative business where you'll play a key role supporting customers, solving technical issues and delivering an excellent service.
The Why? (Just a few highlights...)
🔹 Make a real impact – Be the first point of contact for customers, helping resolve issues quickly and ensuring they get the most from the platform.
🔹 Progress your career – Join a business with a genuine track record of promoting from within, where you'll be supported to develop both technically and professionally.
🔹 Join a positive team – Work alongside collaborative technical, product and project teams that value a proactive attitude, ownership and continuous improvement.
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The Role
You'll provide first-line support to customers, managing incoming calls and tickets, troubleshooting issues, and ensuring customers are kept informed throughout the resolution process.
Key Responsibilities
- Deliver 1st line support via phone, email and ticketing systems.
- Troubleshoot software and user issues, resolving where possible.
- Triage and prioritise incidents in line with agreed SLAs.
- Keep customers updated throughout the lifecycle of their tickets.
- Escalate more complex issues to the appropriate internal teams.
- Work closely with Product, Engineering and Project teams to deliver an outstanding customer experience.
- Contribute ideas to improve support processes and service delivery.
What They're Looking For
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- Experience in a 1st Line Support, Service Desk, Helpdesk, Technical Support or Customer Support role.
- Exposure to supporting software or SaaS products would be advantageous.
- Excellent communication and customer service skills.
- A positive, proactive attitude with a willingness to take ownership of issues.
- Someone who enjoys solving problems and helping customers.
- Comfortable working in a fast-paced environment and managing multiple priorities.
- Experience using ticketing or CRM systems such as Salesforce, Zendesk or similar would be beneficial.
- Good working knowledge of Microsoft Office, particularly Outlook and Excel.
This is an excellent opportunity to join a growing technology business where you'll receive ongoing support, gain exposure to modern software platforms, and build a long-term career within a company that genuinely invests in its people.
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