Support Engineer

Softwerx; Cambridge; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave

Westfield Health

Life Cover (2x salary)

Employer pension contribution (4%)

Continual training & career dev.

Referral Scheme

Job summary

Softwerx, based in Cambridge, is seeking a junior Support Engineer to join the service delivery team. The role involves handling end-user requests, both remotely and on-site, with emphasis on accurate ticket logging and timely resolution.

You will work in a Microsoft-partner environment with opportunities to achieve Microsoft accreditations, supported by training and development. The position is a hybrid role with some office attendance.

Qualifications

• Degree level or equivalent education in IT or Cyber Security field.
• Strong customer service mindset and IT aptitude.
• Interest in obtaining Microsoft certifications.

Responsibilities

• Logging customer interactions in the service desk system.
• Diagnosing and resolving technical issues.
• Maintaining user accounts per SLA.
• Configuring user devices and installing software.
• Applying patches and updates within systems.
• Administering Microsoft 365 services suite.

Skills

Customer service

Analytical troubleshooting

Written communication

Teamwork

Microsoft certifications

Education

IT or Cyber Security degree or equivalent

Tools

Microsoft 365 services

Windows OS

Office 365 apps

MS-900/AZ-900 training

Job description

Contract type: Permanent

Location: This is a hybrid role meaning your place of work will be both your home address and the Company office address of Copley Hill Business Park, Cambridge Road, Cambridge, CB22 3GN. Attendance in the office is typically one day per week and may change depending on business requirements.

Hours of work: Full time 37.5 hours per week to be worked between the core hours of 8am – 6pm Monday – Friday.

Salary: £25,000 - £30,000 pa dependent on experience.

Overview

We are looking for a junior Support Engineer to join our successful service delivery team working for a wide range of customers, both remotely and on-site. You will need to have strong customer service skills and know your way around Microsoft applications and operating systems.

This role would suit an individual looking to start a career in IT. As a Microsoft partner we invest heavily in training and provide the time and support for you to achieve accreditations in multiple Microsoft product areas.

You will be part of a triage team handling incoming requests from end users and IT teams where accuracy in recording details and following procedures is paramount. The successful candidate will demonstrate excellent communication skills, time management a methodical approach to ticket handling.

Key Responsibilities

• Logging customer interactions in the service desk system.
• Diagnosing and resolving technical issues.
• Maintaining user accounts in accordance with customers’ agreed SLA.
• Configuring user devices.
• Installing authorised software.
• Applying patches and updates.
• Administration of the Microsoft 365 services suite.

Essential Skills

• Desire to provide exceptional customer service.
• Analytical and logical troubleshooting approach.
• Strong written and telephone communication.
• Good teamwork and collaboration.
• Aspire to learn and complete Microsoft certifications.

Essential Qualifications

• Degree level or equivalent education in an IT or Cyber Security field.

Desirable Experience or Qualifications

• Administrative knowledge of Microsoft 365 services.
• Networking knowledge (routers, switches, wi-fi, firewalls etc.).
• Hands on experience of Windows operating systems and Office 365 applications.
• Microsoft MS-900 or AZ-900 fundamentals training.

Package

• Competitive salary of £25,000 - £30,000 pa (experience dependent)
• Generous holiday entitlement: 33 days annual leave allowance per year (25 days standard plus 8 bank holidays)
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Life Cover (2 x basic salary)
• Employer pension contribution (4% employer, 4% employee)
• Continual training and career development.
• Referral Scheme.

The successful candidate will be required to satisfy a right to work in the UK and a Standard DBS check at the conditional offer stage. Please note that Softwerx does not currently hold a sponsor licence and is therefore unable to provide visa sponsorship for employment in the UK.

No agency applications please.