Tier 1 Customer Support Engineer

Job Purpose

Becrypt is looking for a driven, 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 and report to the Helpdesk Manager for technical direction and guidance.

Location and Reporting

Location: Hybrid working – Becrypt Head Office/Home Working
Responsible to: Helpdesk Manager

Principal Duties and Responsibilities

• Act as the primary technical support contact for clients, 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 kept up to date with complete case details.
• Work collaboratively to support team members in IT-related matters.
• Provide troubleshooting assistance as required to the Technical Services team.
• Escalate problems when 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 independently 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 the wiki up to date.
• Be available for 24/7 on-call support on a rotational basis, when required.

Screening and Security Clearance

The role is subject to an employment screening process and will require security clearance.

Work Experience and Skills

• 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 approach and ability to work well as part of a team or independently.
• Experience supporting cloud-based services, including Microsoft Office 365 and Microsoft Azure.