Tech Support Engineer

Alcumus; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Job summary

Alcumus is seeking a Tech Support Engineer to deliver 2nd line technical support to its extensive user base. This role involves resolving technical issues, maintaining high service standards in line with ITIL practices, and supporting hardware and software solutions. The ideal candidate will have experience in tech support and relevant certifications, and be part of a vibrant, collegial environment that promotes a flexible work culture.

Benefits

Generous holiday allowance

Employee assistance programme

Gym discounts

Cycle to work scheme

Paid time off for illness

Qualifications

• Previous experience in a technical support role required.
• Experience using a ticket management system highly valued.
• Competency with Microsoft Office applications is necessary.

Responsibilities

• Providing 2nd line technical support to over 800 users.
• Logging calls and taking ownership of user problems.
• Conducting regular checks on backups and security measures.

Skills

Problem-solving

Customer-focused

Adaptable

Education

Degree level educated

ITIL Foundation

Microsoft 365 Fundamentals Certification

Tools

Microsoft 365

Ticket management system

Job description

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The Tech Support Engineer role holds responsibility for providing 2nd Line tech support to our colleagues and customers, resolving issues within agreed service level agreements and key performance indicators as set within the tech support guidelines.

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
• 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 calls 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 tech support 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 18:00 via shifts
• The consideration and application of information security principles within to day-to-day tasks
• Regular travel to Alcumus offices to maintain relationships with team members and customers.
• Delivery of the Alcumus Technology induction programme

What you’ll need to be successful

• Previous experience in a technical support role
• Experience of using a ticket management system
• Familiarity with Microsoft 365
• Experience of installing and troubleshooting hardware and software
• Skills and Competencies
• Competent with Microsoft Office applications
• Strong problem-solving skills

Personal Attributes

• Team player
• Approachable
• Strong work ethic
• Adaptable and flexible
• Ability to work under pressure of tight timescales.
• Ability to adapt to change.
• Enthusiastic and pragmatic
• Customer-focused and willing to listen.

What you’ll get in return

• Experience in supporting macOS
• Familiarity with Microsoft Intune
• Qualifications
• Degree level educated
• ITIL Foundation
• Microsoft 365 Fundamentals Certification

FOR THE HERE AND NOW – We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, a ‘giving day’ to give back to others, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.

FOR FUN – You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are!) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.