Job Title: IT Support Engineer (1st/2nd Line) Location: Hybrid role working 3 days in Loughborough offices Salary: £27,000 - £32,000 per annum (depending on experience) Benefits: Unlimited holiday Volunteer Day to work in their local community Perk Box Pension Contributions Company Events Free Office Parking Could you play a major role in in supporting schools and parents communicate through an innovative SaaS platform? Role Overview: The successful candidate will be enthusiastic about both technology and providing first class technical support as well as possessing a passion for resolving complex issues to ensure exceptional company standards and customer quality is delivered. The company supply communication software to over 700 schools. Key Responsibilities: Progress technical queries from the Operation Diagnose, fix, and escalate service incidents Communicate via email, live chat and telephone to both schools and parents Resolve user support issues Follow processes and procedures to a successful conclusion Collaborate with other support team members and other departments Requirements: Previous experience in an IT support environment preferable and experience with Saas Highly customer focused Strong organisational skills and an ability to work under pressure Strong fault identification and troubleshooting ability Experience with incident and problem management An ability to work independently as well as collaboratively with a team Confident communicator with customers and colleagues Good attention to detail and process adherence Self-motivated with good work ethic Why join this company? Be part of a growing and innovative company with genuine career growth opportunities. Enjoy a supportive and collaborative work environment. Benefit from a competitive salary and excellent benefits package. Play a key role in transforming their support processes and making a significant impact. If you are a proactive, organised, and customer-focused professional with a passion for improving processes and delivering exceptional service, we would love to hear from you.