IT Support Engineer
This is an exciting opportunity for someone who thrives on problem-solving, values innovation, and is eager to contribute to the digital growth and security of a forward-thinking organization.
Our client is a specialist SaaS provider of contact centre solutions. We deliver modern, cloud-based applications that help businesses transform customer experience and contact centre performance. Our clients include leading brands across a variety of sectors, with a strong focus on innovation and customer service.
Role Overview:
We are seeking a skilled IT Support Engineer to join our team. This role provides technical support across both internal systems and external customer platforms. You will be responsible for supporting hardware, software, and cloud-based solutions for internal staff, as well as providing remote support for our customers using our client’s SaaS applications and cloud telephony services.
This is a varied role, requiring excellent problem-solving skills, a broad understanding of cloud-based technologies (especially Microsoft and AWS), and the ability to communicate clearly with both technical and non-technical users. The role also includes participation in an after-hours on-call support roster.
Key Responsibilities- Provide day-to-day IT support for internal staff across hardware, software, and cloud-based systems
- Support Office 365, Exchange Online, Windows Servers, and other Microsoft technologies
- Manage and troubleshoot AWS services, including Amazon Connect telephony
- Deliver remote support for our client's SaaS applications and cloud telephony platforms to external customers
- Handle support tickets and queries in a professional and timely manner
- Assist with onboarding new users and devices
- Participate in an after-hours on-call roster for critical support
- Document support procedures and maintain knowledge base articles
- Work closely with development and operations teams to escalate and resolve issues
- Proven experience in an IT support or help-desk role
- Good working knowledge of the Microsoft technology stack: Office 365, Exchange Online, Windows Server
- Familiarity with Amazon Web Services (AWS), cloud-based telephony and contact centre environments (beneficial)
- Strong troubleshooting and problem-solving skills
- Ability to communicate clearly in English, both written and spoken
- Experience supporting web-based applications and remote users
- Ability to manage and prioritize tasks effectively
- Flexible and willing to work after hours as required
- Work with a modern, forward-thinking SaaS company
- Exposure to leading cloud technologies and contact centre solutions
- Supportive team environment with opportunities for professional growth
- Flexible working arrangements
- Competitive salary based on experience
If this sounds like you then we want to hear from you today!