Job Requirements
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
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Provide support to users via telephone, email, remote control, and in-person
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Accurately log incidents and service requests in Becrypt’s ticketing system
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Ensure tickets are always kept up-to-date with case details
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Work collaboratively to support team members in IT related matters
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Provide troubleshooting assistance as required to the Technical Services team
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Escalate problems where necessary to management or third-party suppliers
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Undertake small to medium-sized IT projects as instructed by the Technical Services team
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Diagnose and resolve technical issues on your own and as part of a team
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Ensure a high level of customer service and support is provided
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Assist with troubleshooting and resolving infrastructure issues
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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
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Excellent written and verbal communication skills
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Confident, clear, and professional telephone manner
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A genuine interest in technology and a willingness to learn
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Proactive and works well as part of a team or alone
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Exposure to, and support of, cloud based services (Microsoft Office 365 and Microsoft Azure)
