Support Engineer

We are hiring for a 1st Line Support Engineer!

Join our dynamic team with a 4-day working week and generous employee benefits package. We’re seeking a tech-savvy individual to visit client sites to implement new solutions for our customer base across the south and southwest.

Based in the South-West, you’ll enjoy a hybrid role, showcasing your expertise in Apple, cloud platforms, networking, and more.

Your friendly demeanour, commitment to customer service, and ability to navigate diverse tasks could make you the perfect fit. If you’re self-motivated, thrive in a fast-paced environment, and embrace responsibility, apply now for a role that values impeccable standards and a company that puts wellbeing at our core values.

Salary: £20-23k

About This Role

Job Description

As a 1st Line Support Engineer, you will be the initial contact for all requests and tickets, working closely with 2nd Line teams to ensure a seamless experience for our clients. You will be responsible for keeping customers informed throughout every stage of support, including logging, research, action planning, escalation, and resolution. When necessary, you will quickly escalate issues to the 2nd Line team. Maintaining excellent communication with team members and clients will be essential to delivering the highest customer service.

Benefits

• 4-day working week as standard / 34 hours
• Six weeks annual leave allowance per year
• Salary: 20-23k
• Additional day off for your work anniversary
• One week fully paid sick leave per year, payable as a cash bonus if unclaimed
• Company events, annual team building
• Paid Mileage to customer sites (own vehicle required)
• Hybrid role working from home and our Dorchester office

Responsibilities:

• Incident Management: Efficiently log, diagnose, and resolve customer incidents, adhering to established service level agreements.
• Customer Support: Provide clear and concise explanations to clients, ensuring their understanding of technical issues and solutions.
• Remote Support: Utilise remote support tools to troubleshoot and resolve technical problems, such as mail and access issues, software installations, and hardware configurations.
• Hardware and Software Support: Assist with the installation, configuration, and troubleshooting of computer hardware (e.g., desktops, laptops, printers) and software (e.g., operating systems, applications).
• Knowledge Base: Contribute to and maintain our internal knowledge base, sharing best practices and troubleshooting tips with the team.
• Escalation: Accurately assess the complexity of issues and escalate them to Tier 2 engineers when necessary, ensuring a timely resolution.
• Documentation: Update and maintain accurate customer records, including incident logs, resolution details, and asset information.
• Continuous Learning: Stay updated on the latest technologies and industry trends to enhance your technical skills and knowledge.

Personal Qualities:

• Eagerness to learn: This is a 1st Line role, so a strong desire to gain knowledge and develop skills is crucial.
• Customer Service: Excellent communication and interpersonal skills with the ability to build quality customer relationships.
• Problem-Solving: Ability to analyse issues, identify root causes, and implement effective solutions.
• Proactive: Self-motivated and eager to learn, with a proactive approach to problem-solving.
• Confidence: Ability to take on unfamiliar, diverse tasks and to research and learn on the job.
• Teamwork: Collaborative and supportive of team members, working effectively in a fast-paced environment.
• Attention to Detail: Meticulous and organised, ensuring accuracy and completeness in all tasks.
• Flexibility: Able to work flexibly to accommodate clients’ needs, sometimes out-of-hours.
• Adaptability: Ability to adapt to changing priorities and work effectively in a dynamic environment.
• Communication: Concise and well-presented verbal and written communication (should be reflected in CV!)

Entry Requirements:

• 3 x A-Levels (or equivalent) at grades (A-D) in any subject
• Full UK Driving Licence
• Must own or have unrestricted access to a vehicle

Desirable But Not Essential:

• Customer service experience
• Technical support experience
• A-D grade in relevant A Levels

Prospects

• Tier Progression: Explore opportunities to move up the technical ladder, progressing from Tier 1 to Tier 2 and eventually Tier 3 support roles. This will allow you to deepen your technical expertise and take on more complex challenges.
• Specialised Roles: Consider specialising in a particular area of IT, designing, implementing, and managing complex solutions for our clients
• IT Consulting: Become a trusted technical consultant, providing expert advice and guidance to clients on a wide range of IT topics, such as IT strategy, security, and compliance.

Joining our team as a 1st Line Support Engineer offers you the chance to build a strong foundation in IT while advancing your skills and knowledge. We provide comprehensive training throughout your journey, ensuring you’re well-prepared for a successful career. Additionally, this role paves the way for various progression opportunities within our organisation, allowing you to grow and develop in your chosen path.

How to Apply

Support Engineer (1st Line)

At Purple Computing, we are passionate about technology, and we love helping our clients succeed. We offer our employees a competitive salary and benefits package, as well as the opportunity to work on challenging and rewarding projects. We also have a collaborative and supportive work environment, and we can say that we genuinely care about our staff.

If you are a talented and experienced individual looking for a challenging and rewarding career in IT, we encourage you to apply for this position using the button below.