Customer Support Engineer

Advanced Secure Technologies; United Kingdom; On-site; GBP 24,000 - 32,000; Full time

Job summary

Join a fast-growing tech company as a Support Engineer based in Cardiff, where you will play a vital role in the Support Team. This role offers comprehensive training, a structured development plan, and the opportunity for direct impact on customer satisfaction. Enjoy competitive salary and a range of benefits in a vibrant work environment.

Benefits

25 days holiday + bank holidays

Onsite gym

Parking

Essentials-stocked kitchen

Team socials

Qualifications

• Interest or experience in IT support, application support, or operational roles.
• Confident working with technical systems; training will be provided.
• Experience with support ticketing systems is a plus.

Responsibilities

• Resolve technical queries from customers as part of the 1st Line Support Team.
• Capture and escalate software support tickets.
• Support customer system setup and configuration.

Skills

Organisational skills

Attention to detail

Communication

Problem-solving

Customer service

Education

Technical or IT-related qualifications (e.g. BTEC, HND, A-Level IT, Degree, CompTIA)

Tools

SQL Server

Windows Server

IIS

Job description

Support Engineer - (1st Line Support & Print Service Operator)
Location: Cardiff (Office-based, 5 days a week)
Salary: £24,570 base + up to £3,000 annual bonus
Start Date: Summer 2025 intake
Application Deadline: 10th July 2025

Are you organised, technically minded, and eager to build a career in a fast-growing tech company? Join our Support Team and take on a varied and impactful role across our both our technical support desk and our specialist print service. With full training, exposure to in-house software, and long-term development opportunities, this is an ideal step into a dynamic operations or application support career.

What You'll Do:
• Act as a key part of our 1st Line Support Team, resolving technical queries from customers
• Capture, categorise and escalate software support tickets in line with SLAs
• Work closely with our technical and development teams to resolve live issues
• Support customer system setup and configuration under guidance
• Oversee the day-to-day print jobs within our Secure Print Service
• Ensure certification print jobs are completed accurately and on time and to exceptionally high standards
• Contribute to product testing, customer feedback and continuous improvement initiatives

Requirements

What We're Looking For:
• Strong organisational, attention to detail and administrative skills
• Interest or experience in IT support, application support, or operational roles
• Confident working with technical systems (training provided)
• Comfortable with data handling and Microsoft 365 tools
• Excellent communication and customer service skills
• Process-driven mindset and attention to detail
• Problem-solving approach with the ability to work independently
• Technical or IT-related qualifications (e.g. BTEC, HND, A-Level IT, Degree, CompTIA) are beneficial but not essential
• Experience with support ticketing systems, SQL Server, Windows Server or IIS is a plus

Benefits

What We Offer:
• £24,570 starting salary + £3,000 annual bonus
• Full training and structured development plan
• Clear progression routes into either Technical Engineering or Print Service operations roles
• Opportunities to specialise in application support, system configuration, software testing or service delivery
• 25 days holiday + bank holidays
• Bonus scheme and regular incentives
• Onsite gym, parking, essentials-stocked kitchen, and team socials
• A varied, customer-facing role with real impact and responsibility

About Us:
Advanced Secure Technologies is a Cardiff-based leader in secure digital credentials, working with top universities and awarding bodies across the UK and globally. We're expanding fast, and our culture is built on teamwork, ambition and innovation.

Please note we are a fully onsite company based in St Mellons, Cardiff.