Support Engineer

Peaple Talent; Bristol; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme: 5% employee + 4%/8%/9%

Job summary

A CXaaS Business in Bristol is seeking a Support Engineer to join a hybrid team after training, providing 1st/2nd line incident support and assisting on configuration and handovers for contact centre solutions.

You will troubleshoot voice, chat and other digital contact centre services, with formal training and certifications offered. Rota includes early/late shifts and some weekend work, with a strong focus on career development.

Qualifications

• Experience working within IT Support.
• Good understanding of IT.

Responsibilities

• Provide 1st/2nd line support on technologies such as NICE, Zendesk, Gamma and Amazon Connect.
• Create and update support tickets on ITSM system.
• Investigate, troubleshoot and resolve issues related to voice, chat and other digital contact centre solutions.
• Fulfil configuration requests.

Skills

IT Support

Troubleshooting

Tools

NICE

Zendesk

Gamma

Amazon Connect

Job description

Are you an Support Engineer looking for a new challenge?

Our key client, A CXaaS Business, has asked us to exclusively support them with hiring an a Support Engineer to support on their latest and largest public sector contact centre implementation.

They have been voted a "Great Place To Work" and partners with industry giants like Zendesk, Amazon, NICE, and Calabrio to help businesses build seamless customer connections using the latest contact centre technology.

They're truly focused on career development and opportunity, will put you through training, certifications and courses and help develop you in the way you choose. You might decide to go down the third line technical route, or move into a more client facing practice role, or specialise in certain technologies. They will give you the tools, support and opportunity to get there. You won't just be stuck at the same level for the rest of your time here.

Location: Bristol, Hybrid (after training)

No sponsorship provided, SC Clearance eligibility needed.

The role:

This role will sit in the Support Team focus on troubleshooting incidents, as well as assisting on configuration, implementation and handover of solutions, both 1st and 2nd line.

• Provide 1st/2nd line support on technologies such as NICE, Zendesk, Gamma and Amazon connect.
• Create and update support tickets on ITSM system.
• Investigate, troubleshoot and resolve issues related to voice, chat and other digital contact centre solutions.
• Fulfil Configuration requests.

Working hours.

Please note there is a rota pattern in place, to be either an early shift engineer OR a late shift engineer.

8 hour shifts, staggered starts (i. early, Week 1 - 6 am start, week 2- 8am start, Week 3- 9am start. Late, Week 1- 10am start, week 2- 12pm start, Week 3 - 2pm start). Some weekend work also expected (Every 6 weeks one weekend is worked, 2 full weekends are off and the other 4 either a saturday or sunday is worked.)

What will help you succeed in this role?

• Experience working within IT Support (Full training on technologies will be provided)
• Good understanding of IT.

The salary & benefits:

• Salary of £28,000-£30,000 per annum
• 25 days annual leave (increasing to 30 days with tenure)
• Pension scheme: 5% employee + 4% employer (scaling up to 9% employee + 8% employer matched)
• Opportunities for professional development & career growth