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Route 101 Limited; West of England; Hybrid; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Hybrid work

Disability Confident employer

Job summary

Route 101 Limited in Bristol is seeking a proactive Support Engineer to join our shift teams supporting a key government client and customer solutions built on our partner platform technologies.

You will diagnose and troubleshoot incidents with customers and colleagues, create and update tickets, and collaborate with account managers and leadership to deliver customer success. Training in NICE CXone and related technologies will be provided, with prior ITIL–driven support experience preferred.

Qualifications

• Experience in a technical IT support or service desk environment, ideally ITIL-driven.
• Strong troubleshooting and incident management skills across voice, chat and digital channels.
• Customer-centric approach with ability to communicate updates clearly to stakeholders.

Responsibilities

• Provide 1st/2nd line support for Partner technologies to government clients and customers.
• Create and update tickets in the ITSM system with regular progress updates.
• Investigate and resolve complex issues across voice, chat and digital channels.
• Raise cases to Partner Support and escalate to senior management when needed.
• Follow ITIL processes including Incident, Problem Management and Change Enablement.
• Fulfil standard configuration service requests to evolve customer solutions.
• Provide change and maintenance notifications and field related queries.

Skills

Customer focus

Troubleshooting

Incident management

Education

ITIL knowledge

Tools

NICE CXone

Gamma

Job description

We are seeking a proactive, dynamic and talented Support Engineer to join our existing shift teams supporting a key government client and other Customer solutions built and integrated on our Partner platform technologies. This role will combine a focus on technology and customer success, supporting business critical solutions that allow our client to deliver next generation Customer experiences to their users.

You will work with Customers and colleagues to diagnose and troubleshoot incidents; engage with Partners to expedite issues and drive platform performance, stability and assurance. The successful candidate will also work with other internal stakeholders such as account managers and senior leadership to deliver customer success to this key client and our extended customer base.

Successful candidates will receive training in key Partner platform technologies such as NICE CXone, but will already having an understanding and experience of working within a technical and ideally an ITIL service driven support environment.

We are seeking technically minded, enthusiastic individuals who are willing to invest in learning new technologies that carves out a career journey within our organisation.

Key Responsibilities

• Provide 1st / 2nd line support for key Partner technologies such as NICE and Gamma to a key government client and to our extended Customer base.
• Create and update support tickets on our ITSM system and provide regular progress updates on incidents to our customers and other stakeholders.
• Investigate, troubleshoot and resolve complex issues related to voice, chat and other digital contact centre channels such as social media, utilized by our Customers as part of their solutions.
• Raise cases to Partner Support teams, track progress and elevate into Partner teams and senior management where necessary.
• Work within the boundaries of key ITIL processes such as Incident and Problem Management and Change Enablement to support the governance around our Service Management Centre.
• Fulfil standard configuration service requests raised by our Customers into our Service Management Centre to evolve and enhance our Customer solutions as part of their support package.
• Provide change and maintenance notifications to customers where necessary and field any associated queries relating to partner change activity.

Proud member of the Disability Confident employer scheme

Support Shift Engineer (Early)

Company: Route 101 Limited Salary: £30,000 to £33,000 a year Hours: Full-time Location: Bristol, BS16 1QG Working pattern: Hybrid - 2 days remote Job type: Permanent Posting date: 10 Sept 2026 Closing date: 10 Oct 2026

Summary

We are seeking a proactive, dynamic and talented Support Engineer to join our existing shift teams supporting a key government client and other Customer solutions built and integrated on our Partner platform technologies. This role will combine a focus on technology and customer success, supporting business critical solutions that allow our client to deliver next generation Customer experiences to their users.

You will work with Customers and colleagues to diagnose and troubleshoot incidents; engage with Partners to expedite issues and drive platform performance, stability and assurance. The successful candidate will also work with other internal stakeholders such as account managers and senior leadership to deliver customer success to this key client and our extended customer base.

Successful candidates will receive training in key Partner platform technologies such as NICE CXone, but will already having an understanding and experience of working within a technical and ideally an ITIL service driven support environment.

We are seeking technically minded, enthusiastic individuals who are willing to invest in learning new technologies that carves out a career journey within our organisation.

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.