Hybrid 1st Line IT Support Engineer

Xplor Education; Newcastle upon Tyne; Hybrid; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Hybrid working model

Office in Newcastle (3 days/week)

Job summary

Xplor Education in the United Kingdom is hiring a 1st Line Support Engineer to serve as the first point of contact for Legend system users. You will handle client queries, data requests, software issues and training with a strong emphasis on customer service and proactive problem solving.

The role offers a hybrid and flexible working model, with three days per week in the Newcastle office and the remainder working from home.

Qualifications

• Proven technical experience in a similar role.
• Must have direct experience working with clients.
• Good interpersonal and written/verbal communication skills.
• Analytical and problem-solving abilities with rapid learning capability.
• Team oriented in a fast-growing international company.

Responsibilities

• Provide support for Legend customers via phone and support ticket systems.
• Resolve and manage issues, with proactive pursuit of prompt resolutions.
• Escalate calls to 2nd/3rd line support or external maintenance when needed.
• Analyse support tickets and report performance against SLAs.
• Develop teammates to uphold high support standards.
• Participate in scheduled shift-based coverage and maintain knowledge of Legend operations.

Skills

Customer support

English communication

Analytical thinking

Problem solving

Team player

Quick learner

Self-motivated

Client interaction

Technical aptitude

Multitasking

Tools

Ticketing systems

Job description

Xplor Education in the United Kingdom is hiring a 1st Line Support Engineer to serve as the first point of contact for Legend system users. You will handle client queries, data requests, software issues and training with a strong emphasis on customer service and proactive problem solving.

The role offers a hybrid and flexible working model, with three days per week in the Newcastle office and the remainder working from home.