Tier 1 Customer Support Engineer

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 neededProvide support to users via telephone, email, remote control, and in-personAccurately log incidents and service requests in Becrypt’s ticketing systemEnsure tickets are always kept up-to-date with case detailsWork collaboratively to support team members in IT related mattersProvide troubleshooting assistance as required to the Technical Services teamEscalate problems where necessary to management or third-party suppliersUndertake small to medium-sized IT projects as instructed by the Technical Services teamDiagnose and resolve technical issues on your own and as part of a teamEnsure a high level of customer service and support is providedAssist with troubleshooting and resolving infrastructure issuesKeep 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 pressureExcellent written and verbal communication skillsConfident, clear, and professional telephone mannerA genuine interest in technology and a willingness to learnProactive and works well as part of a team or aloneExposure to, and support of, cloud based services (Microsoft Office 365 and Microsoft Azure)