Tier 1 Technical Support Engineer

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