At a Glance
- Tasks: Provide first-line technical support and troubleshoot issues for clients.
- Company: Join Becrypt, a forward-thinking tech company with a supportive culture.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team with exciting career development opportunities.
- Why this job: Make a real difference by helping customers solve their tech problems.
- Qualifications: Strong communication skills and a passion for technology are essential.
The predicted salary is between 25000 - 35000 £ per year.
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.
Role will be subject to an employment screening process and will require security clearance.
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).
Tier 1 Customer Support Engineer employer: Leonardo
Leonardo is an exceptional employer that prioritises employee experience and inclusion, offering a dynamic work culture in the heart of Edinburgh. With flexible hybrid working arrangements, generous leave policies, and comprehensive mental health support, employees are empowered to thrive both personally and professionally. The company fosters growth opportunities, ensuring that every team member can develop their skills and advance their careers in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 1 Customer Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leonardo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leonardo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Tier 1 Customer Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leonardo:Your cover letter is your chance to shine! Tell us why you want to work at Leonardo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leonardo!
How to prepare for a job interview at Leonardo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
