First Line Support Engineer

We are seeking a proactive and customer focused First Line Support Engineer to join our busy support team. In this role, you will be the initial point of contact for customers seeking technical assistance. You will diagnose and troubleshoot basic issues, manage ticket escalation, and ensure a positive experience for our customers. This is a fast-paced environment, and the ideal candidate will be comfortable handling multiple tasks, prioritising issues, and maintaining excellent communication with users by ticketing systems, email and phone calls.

Key responsibilities of this role:

• Respond promptly to incoming support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot technical issues.
• Provide clear and effective solutions or escalate complex issues to second-line support as needed.
• Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily.
• Perform routine checks and maintenance on customer equipment to prevent issues.
• Accurately document all customer interactions, issues, and resolutions in the support system.
• Maintain up-to-date knowledge base articles and support documentation.
• Provide feedback on recurring issues to help improve products and services.
• Work closely with second-line support, network engineers, and other departments to resolve complex technical problems.
• Participate in team meetings and contribute to continuous improvement initiatives.

How we'll support you:

• Full structured training will be provided.
• Regular 1-1's with your line manager to review progress and provide support.
• Annual performance review.
• A friendly, welcoming and supportive culture.
• Development opportunities.

Working Environment

We offer hybrid working to promote a healthy work/life balance, working remotely and attending our Ilkley office 3 days per week. Therefore you will need to be within a reasonable commute of this office.