Job Title: Remote Support Engineer
Reports To: Service Delivery Manager
Location: Hybrid (4 days in our office in Ramsgate, 1 day from home)*
Salary: £26,000 per annum + up to £2,500 performance bonus + EO profit share**
About Business Computer Solutions:
As an Employee-Owned business, the BCS work ethic is caring, focused, fun and it really is our people who make us. It means all staff are empowered and encouraged to share, learn every day, and to grow. We are continuously striving to shape the future of the business by creating unprecedented value and opportunity for our team – changing the way we work with ongoing support, development, and inspiration.
About the role:
Although we work in the technology industry, customer service is of main importance when it comes to our business. Your day-to-day role will be taking incoming service requests from our clients while providing excellent customer service. You’ll be using your technology skills to diagnose and resolve issues and maintain a healthy technology and security standard across our clients’ technology stack. This is a fast-paced environment and requires a high level of attention to detail and accuracy.
This is an entry level role and previous industry experience is not essential. However, in the absence of hands‑on experience, we expect candidates to hold a minimum Level 3 Computing qualification (or equivalent), an industry‑related certification (Microsoft or CompTIA), or be able to demonstrate a genuine passion for technology alongside active personal development toward a career in IT. Training and development will be provided as part of the role.
Responsibilities and expectations of the role:
One of the main responsibilities of the role is being accountable for your own performance. We strive to deliver an excellent customer experience – every time! Here is the list of skills (but not limited to) you’ll need to make this role a success:
· Excellent verbal and written communication skills, as you’ll be documenting your work within our PSA (Professional Services Automation) system on every customer request.
· Communication! We expect a high level of communication whether that be to update customers on their service requests, communication internally to discuss tickets or seeking assistance or lastly, interdepartmental communications or escalating to a line-manager.
· Fast, accurate and awareness – We have fast-paced SLAs (Service Level Agreements) which mean we need to work fast without compromising the accuracy or level of customer service provided. Failing an SLA is not an option at BCS, nor is letting our customer experience slip – so you’ll need to be aware of your ticket queue whilst working with the team on new requests – multi-tasking is key.
· The ability to deal with a healthy balance of pressure. Due to the nature of the fast-paced requests coming in, your ticket queue, phone calls, emails and being attentive to any alerts – we require someone who can keep ‘calm’ and ‘positive’ – these are the attributes that make candidates in this role a success.
· There will be an expectation for you to become a ‘Product Champion’ of a particular tool BCS use or sell onto customers. A product champion ultimately means you being a ‘guru’ in this area. This responsibility means you will have the best understanding of the product and keep up to date on future developments of that product, whilst working on a great vendor relationship. You will be in charge of internal training and documentation around the specific product.
· ‘Board leading’ – this means being in charge of the customer service requests as they come in – distributing them to the best-suited and available engineers on the team. This requires an element of skill: accuracy, the ability to act quickly, and an understanding of the issue so that it can be directed to the correct technical resource. You also need to ensure that you carefully handle your own workload while still having the available time and resource to consistently check the queue for any new requests. This will be a requirement in your job as you progress through the early stages of your probationary period. Full training and support will be provided.
· ISO Standards. All staff at BCS have a responsibility to understand the ISO Objectives and conscientiously ensure that we maintain the 3 standards held.
Skill required for the role:
· Passion for technology, and how it can help drive client success and hit their business goals.
· Care. Customer service is everything to us, so providing a high level of care to every request is important.
· Positivity. Experience has shown us that being positive through the good days as well as the not-so-great days, keeps the team motivated and creates a productive and enthusiastic work environment.
· Technology is every evolving, so you’ll need to be driven to continue to learn and adapt to the forever changing landscape of technology and security.
Key Performance Indicators (KPIs) measured:
We measure multiple Key Performance Indicators throughout the business, however, here are the key KPIs measured for the ‘Remote Support Engineer’ role:
· Customer satisfaction (CSAT) score.
· Customer satisfaction response rate. We have a policy that you need to engage with the customer and ask for them to complete the feedback around their experience.
· Technology accreditation passes. We expect a minimum of 2 accreditations to be gained every year. Full training costs will be covered by BCS.
· SLA adherence.
· First touch fix percentage (how many tickets you are closing at the first attempt).
· Average time to resolution.
· Ticket closure rate.
· Utilisation percentage.
Terms and timings:
This is a Monday to Friday 0900 – 1700 role. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis.
Benefits:
· Company paid quarterly events.
· Cycle to work scheme.
· Onsite gym.
· Profit-sharing.
· Paid training.
* After successfully completing the standard 6-month probationary period.
** Performance bonus and EO profit share is enabled after successfully completing the standard 3-month probationary period. Performance bonus is paid out quarterly, with the EO profit share being paid out annually.
Job Type: Full-time
Pay: From £26,000.00 per year
Benefits:
- Company events
- Cycle to work scheme
- On-site gym
- Profit sharing
- Sick pay
Ability to commute/relocate:
- Ramsgate CT12 5EU: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Work Location: Hybrid remote in Ramsgate CT12 5EU
