Support Engineer - Early Shift (1st/2nd Line, Hybrid)

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

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.