Triage Engineer

We are seeking an experienced and dynamic Triage Engineer to join our helpdesk team. This role primarily serves as the first point of call for all customers. They will be responsible for providing first response to client tickets, including phone calls, emails, implementing first time fixes, following escalation procedures and monitoring daily tasks, all within contracted service levels.

Key Responsibilities

• Act as the first point of contact for all reported incidents and issues.
• Perform initial diagnosis and troubleshooting of software bugs and system failures.
• Prioritise incidents based on customer impact and urgency.
• Maintain communication with the reporting party throughout the triage process, providing status updates and expected timelines for resolution.
• Contribute to the knowledge base by documenting recurring issues and their resolutions.
• Monitor system performance metrics and logs to detect and report potential problems before they escalate.
• Ensure critical issues are communicated to management and customers in a timely manner.
• Assist with post-incident analysis to identify root causes and recommend preventive measures.

Required Skills and Experience

• 1.5 years experience within IT service provision.
• Customer focused and have a genuine desire to provide a quality service.
• Confident and highly motivated individual.
• Excellent written and verbal communication skills.
• A team player who is able to contribute to a collaborative working environment.
• Actively seeks to share information in order to improve quality performance.
• An understanding of working within ITIL and Cyber Essentials frameworks.
• Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
• Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.
• Basic understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
• Experience in helpdesk support, escalation and ticket triaging.

Personal Attributes

• Ability to think critically and quickly identify the root cause of issues.
• Capable of diagnosing problems efficiently and finding effective solutions, even under pressure.
• Able to explain complex technical issues in a clear, concise manner to both technical and non-technical stakeholders.
• Effective at providing timely updates and collaborating with cross-functional teams.
• Values teamwork and is willing to assist others, share knowledge, and contribute to the success of the team.
• Reliable, dedicated, and ready to be the go-to when issues come in.
• Continuously seeks to improve technical skills, staying up-to-date with new technologies and best practices in triage and incident management.

Benefits

• Company Pension Scheme
• Life Assurance
• Private Healthcare
• Professional Growth Opportunities
• Generous Holiday Allowance (28 days including bank holidays, with additional days for continued service)
• Special Leave for birthdays and Christmas
• On-site Parking
• Volunteer Days
• Employee Assistance Programme
• Casual Fridays with complimentary breakfast and an afternoon beer
• Hybrid Working

Join #teamCYAN, where your work will directly impact the happiness and effectiveness of our team. This is your opportunity to truly make a difference, not just fill a role. If you’re ready to roll up your sleeves and make your mark, we’d love to hear from you!

At CYAN, we’re more than just an IT company. We’re a team of passionate, creative thinkers, dedicated to transforming IT challenges into opportunities for growth. Since our founding in 2004, we’ve strived to create positive change, delivering exceptional service that earns the trust and loyalty of our clients. Our values of integrity, sustainability, and inclusivity drive everything we do, from empowering our employees to contributing to a better future. We believe in making a difference and leading by example in the IT industry.

At CYAN, we are committed to fostering an inclusive workplace where everyone can be themselves, feel inspired, and speak openly. We value diversity and encourage applications from individuals of all backgrounds, ensuring that every team member, regardless of their background or experience, has the opportunity to thrive. We’ve built a safe space where people can share insights, voice concerns, and contribute their best ideas. Our goal is to maintain an environment where everyone feels valued, respected, and empowered to succeed.

Job Type: Full-time

Pay: £26,208.00 per year