The company is looking for a driven and customer focused individual to join their Customer Support Help Desk team as a 1st Line Customer Support Engineer, to provide 1st line technical support and expertise. You will report to the Helpdesk Manager for technical direction and guidance. Location: Hybrid Working London Office/Remote (with occasional need for customer site visits) Reporting To: Helpdesk Manager Key Responsibilities: Act as the primary on-site technical support contact for the client Accurately log trouble tickets in Becrypts ticketing system Ensure a high level of customer service and support is provided Provide assistance and support to colleagues in IT related matters Provide assistance as required to the Technical Services team Escalate problems where necessary to management or third party suppliers Undertake small to medium-sized IT projects as instructed by the Technical Services team Duties and Responsibilities: Diagnosing and resolving technical issues on your own and as part of a team Assist with troubleshooting and resolving infrastructure issues Handling escalated calls from first/second line members Provide support to users via telephone, email and remote control Log calls via the helpdesk call logging software Keeping documentation up to date Skills and Knowledge: Ability to multitask, prioritise tasks and work well under pressure Excellent written and verbal communication skills Confident, clear and professional telephone manner A genuine interest in technology and a willingness to learn Proactive and works well as part of a team or alone Exposure to, and support of, cloud based services: Microsoft Office 365, Microsoft Azure Benefits package: 25 days annual leave (plus additional days after 2, 5 & 10 years service) Up to 5 days holiday purchase available Private medical insurance (including dental & optical and travel insurance) Health cashback scheme Pension scheme Life cover 4 x salary Subsidised gym membership Employee referral scheme Role will be subject to a pre-employment screening process and will require Security Clearance.