First Line Support Engineer

Location

Ilkley, West Yorkshire | United Kingdom

Job description

We have a vacancy in our busy Technical Support team and are looking to recruit an enthusiastic individual with a keen interest in IT and networking to join our First Line Support.

If you are passionate about delivering a first class customer experience, can demonstrate solid problem-solving abilities, exceptional communication skills, and have a proactive friendly attitude, this could be the job for you. Full training will be given.

Key responsibilities of this role:

• Answering customer phone calls and logging these onto the support ticketing system; categorising these by product, ticket type and impact to the customer.
• Categorising email auto-generated tickets by product and ticket type and impact to the customer.
• Adhering to processes, scripts and cyber security and GDPR frameworks.
• Providing initial triage to customers.
• Ensuring customers are provided with timely updates.

Working Environment

We offer hybrid working - with some 3 days in the office and 2 days remote.

Our Support team core hours are 8.00 am - 6.00 pm Monday to Friday. Shift patterns are 08:00 am - 4.30 pm or 9.30 am - 6.00 pm with an hour lunch break.

Requirements

The First Line Support role would suit someone with an interest in Networking and IT, and who can demonstrate the following skills:

Essential

• Excellent troubleshooting skills
• Ability to work effectively at all levels
• Excellent communication skills, verbal and written
• Good organisational skills and ability to multi-task
• Inquisitive and invested in own self development
• Enthusiastic and self-motivated, committed to providing an excellent customer experience
• Ability to create and maintain excellent working relationships
• A team-orientated approach
• Highly motivated with a genuine interest in technology
• Resilient and resourceful with a 'can do' attitude

Desirable

• Understanding of networking, security, VoIP and broadband technologies
• Knowledge and experience of Microsoft technologies
• Knowledge of web filtering technologies

No previous experience is required as full training will be provided.

How we'll support you:

• Full structured training will be provided.
• Regular 1-1's with your line manager to review progress and provide support.
• Training and development plan.
• Formal annual appraisal.
• A friendly, welcoming and supportive culture.
• Opportunities to progress.

Benefits

• Salary circa £23,400 pa
• Up to 25 days holiday per year plus Bank Holidays
• Pension Plan - 5% employer & 5% employee
• Hybrid working
• Training & Development
• Health Cash Plan
• Annual Charity Day
• Referral scheme
• Non-Work-Related Training Allowance - £500PA
• Christmas Shopping Day
• Birthday off
• Free Drinks and Snacks
• Company Social Events
• Contractual sick pay
• Contractual maternity and paternity pay

Who we are

Schools Broadband, a division of Talk Straight Ltd, is now the leading provider of web filtering, safeguarding and security software for schools and multi academy trusts. We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country. We now protect over 2500 organisations against advanced cyber-attacks and keep nearly one million school children safe online with our unique cloud-based platform.

With steady year on year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Job tags

Salary

£23.4k per annum