Tech Support Engineer

Cognibox; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading company in technology is seeking a Tech Support Engineer in Cardiff to deliver high-quality 2nd line support. This role involves troubleshooting complex technical issues for over 800 users while fostering continuous improvement in IT services. The ideal candidate will have extensive experience in technical support, excellent communication skills, and a proactive mindset.

Benefits

Enhanced Parental Leave

Generous annual leave

Healthcare Plan

Annual Giving Day

Cycle-to-work Scheme

Pension scheme with employer contributions

Life Assurance – 3X base salary

LinkedIn Learning License for upskilling

Qualifications

• Proven background in technical support with telephone-based experience.
• Hands-on experience with ticket management systems.
• Familiar with Microsoft 365 applications.

Responsibilities

• Providing 2nd line technical support to 800+ users.
• Logging calls into the ticket management system and taking ownership of problems.
• Supporting company hardware and software.

Skills

Communication

Problem-Solving

Technical Support

Customer Service

Adaptability

Education

Relevant experience in technical support

Tools

Ticket Management Systems

Microsoft 365

Microsoft Office

Job description

Tech Support Engineer

Department: Technology & Product

Employment Type: Permanent

Location: Cardiff, UK

Reporting To: Tech Support Manager

Description

Creating Safer Workplaces for Everyone.

We want to create a better working world by building a global network of responsible buyers and suppliers. Alcumus SafeContractor takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

As a Tech Support Engineer, you’ll be key to delivering high-quality 2nd line support to over 800 users, resolving complex technical issues and ensuring smooth day-to-day operations. You'll work across teams to troubleshoot problems, support key systems and infrastructure, and help drive continuous improvement through knowledge sharing and process enhancements.

This role offers the chance to make a real impact - supporting critical technology projects, strengthening service delivery, and playing a central role in maintaining secure, reliable IT services across Alcumus.

What that means day to day

• Providing 2nd line technical support to 800+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices
• Provide escalation support to the 1st line support team
• Work with additional Technology teams to triage and resolve system and product related tickets
• Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues
• Supporting company hardware and software
• Allocating more complex tickets to the relevant teams where appropriate
• Logging incidents with our external 3rd party service providers
• Aiming to respond and resolve 95% of incidents within the SLA
• Support in the delivery of technology projects
• Carry out regular checking of backups, infrastructure, security measures and systems
• Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function
• Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk
• Providing support during the opening hours of tech support, 08:00 till 17:00 via shifts
• The consideration and application of information security principles within to day-to-day tasks
• Regular travel to all UK Alcumus offices to maintain relationships with team members and customers
• Delivery of the Alcumus Technology induction programme.

What you’ll need to be successful

Experience:

• Proven background in technical support, including telephone-based support
• Hands-on experience with ticket management systems
• Proficient in installing and troubleshooting hardware and software
• Familiar with Microsoft 365 and Microsoft Office applications
  
  

Skills & Attributes:

• Excellent communication and problem-solving skills
• Team-oriented, approachable, and empathetic
• Adaptable, flexible, and calm under pressure
• Strong work ethic with a customer-first mindset
• Open to change, pragmatic, and enthusiastic

What you'll get in return

Alcumus has a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

> Enhanced Parental Leave

>Generous annual leave

> Healthcare Plan

> Annual Giving Day – an extra day to give back to yourself or your community

> Cycle-to-work Scheme

Future Planning

>Pension scheme with employer contributions

> Life Assurance – 3X base salary

> Rewards Program – access to discounts and cashback

> LinkedIn Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.