Leonardo
Tier 1 Customer Support Engineer
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Job Requirements
Location: Hybrid working - Becrypt Head Office/Home Working
Responsible to: Helpdesk Manager
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
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Role will be subject to an employment screening process and will require security clearance.
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Work 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 and Microsoft Azure)
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