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: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with potential for career advancement.
- Why this job: Be the go-to tech guru and make a difference in customer experiences.
- Qualifications: Strong communication skills and a passion for technology.
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.
