At a Glance
- Tasks: Provide tech support and troubleshoot issues for customers and internal teams.
- Company: Join a passionate team at Ablyss Systems, transforming care through technology.
- Benefits: Competitive salary, increasing annual leave, and a workplace pension.
- Other info: Great opportunities for career growth in a collaborative environment.
- Why this job: Kickstart your IT career while making a real difference in people's lives.
- Qualifications: Customer-focused IT experience and strong communication skills are essential.
The predicted salary is between 22000 - 26000 £ per year.
Location: Cheadle SK8 3GZ
Salary: £22k - £26K per annum
Job type: Full-time, permanent (37.5 hours per week)
Ablyss Systems Ltd are a customer-focused care management software provider with over 20 years of experience in providing user-friendly software applications and services to various sectors of care in the UK. Our core product, Blyssful, is one of the leading services in residential and nursing care. Our mission is simple: to transform care environments so that every service user, family, and care professional feels supported, valued, and safe through technology that enhances, not replaces, human connection.
We are now looking for a motivated Support Engineer to join our team and build a long-term career with the business.
About the Role
This is an excellent opportunity for someone with a genuine interest in technology who is looking to start or develop a career in IT support. The role offers exposure to a wide range of responsibilities and the chance to work closely with both customers and internal teams in a growing, hands‑on business. We welcome candidates who have experience in technical support, customer service, or contact centre environments, as well as those with the right attitude and a willingness to learn. If you enjoy problem‑solving, communicating with people, and finding practical solutions, this role will give you valuable experience in customer support, troubleshooting, and core IT systems.
As a small and collaborative business, we offer the chance to learn about different areas of the company and develop your skills over time. Many of our team members have progressed from support roles into leadership or more technical positions, making this an excellent opportunity for someone looking for genuine career development.
Job Responsibilities
- Provide technical support to customers and internal stakeholders via various communication channels, including phone, email and web chat
- Troubleshoot, investigate and resolve customer issues and queries in a timely and professional manner
- Escalate unresolved or more complex issues to the relevant people/departments with clear documentation
- Reproduce and document reported issues with clear instructions
- Monitor recurring issues and identify patterns for escalation to management
- Assist customers with configuration of their systems, networks and environments
- Create, maintain and improve knowledge base articles and troubleshooting guides for customer use
- Promote self‑service support through well‑structured documentation
Who we are looking for
Essential
- Experience working in a customer‑focused IT role
- Strong interpersonal and communication skills, with the ability to explain information clearly, professionally and jargon‑free
- Good organisational, analytical and problem‑solving skills
- Demonstrable ability to manage time efficiently and prioritise work
- Good computer literacy, especially when working with the Microsoft Office suite
Desired
- Experience working with helpdesk software such as FreshDesk, TopDesk, ServiceNow etc
- A keen interest in evolving technologies and the adoption of new technologies
Benefits
- Workplace pension in place
- Annual leave increases with length of service: 22 days for 1-2 years, 24 days for 2-5 years, 26 days after 5 years, and 28 days after 10 years.
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in, and have the right to work in, the UK.
1st Line Support Engineer in Cheadle employer: Onyx-Conseil
Ablyss Systems Ltd is an exceptional employer that prioritises employee growth and development within a collaborative and supportive work culture. Located in Cheadle, our small yet ambitious team offers a unique opportunity for 1st Line Support Engineers to engage directly with customers while honing their technical skills, with many team members advancing into leadership roles. With competitive benefits including increasing annual leave and a workplace pension, we are dedicated to fostering a fulfilling career path for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Cheadle
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Onyx-Conseil. 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 Onyx-Conseil 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 1st Line Support Engineer in Cheadle
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 Onyx-Conseil:Your cover letter is your chance to shine! Tell us why you want to work at Onyx-Conseil 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 Onyx-Conseil!
How to prepare for a job interview at Onyx-Conseil
✨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.
