Senior Support Engineer

assigning appropriate priority levels Taking ownership of cases from initial investigation through to resolution Ensuring all support requests are managed in line with agreed SLA targets Providing clear, professional and accurate written responses to users Engaging directly with clients via phone or email to gather additional information and resolve issues effectively Contributing to and maintaining knowledge-base articles to support consistent issue resolution Escalating complex issues where required, providing clear summaries and relevant evidence such as log files and database information Ensuring confidentiality, data protection and security standards are always upheld What we are looking for: Are you someone who enjoys problem-solving, takes pride indelivering excellent customer service, and thrives in a collaborative teamenvironment? If you're technically curious, enjoy learning new systems, andlike helping others succeed through technology, this role could be a great fit. We value
diverse experiences and perspectives. Here's whatwe're looking for in our ideal candidate: Proven experience providing customer-facing IT or application support Ability to clearly explain technical issues to non-technical users Strong written and verbal communication skills (this role involves phone-based support) A team-focused mindset with the ability to work collaboratively Strong organisational and time-management skills, with the ability to prioritise effectively Requirements Essential: GCSE Maths and English (grade C/4 or above) Minimum 2+ years' experience in an application or IT support role (ideal: 3-5 years) Experience using ticketing systems (e.g. Zendesk, Freshdesk or similar) Basic working knowledge of SQL Strong problem-solving and analytical skills Motivated, proactive and able to work independently Excellent customer service skills Desirable: Basic knowledge of Linux Experience or exposure to the recruitment sector Basic understanding of programming languages
Understanding of recruitment pay & bill processes and/or PAYE payroll What we can offer you: We recognise that our people are our most importantassets. That's why we offer a flexible reward and benefits package that willhelp you have a fulfilling experience, both in and out of work. Hybrid and flexible working 26 days' holiday (with the option to purchase additional days) Lifestyle, health and wellbeing benefits, including financial wellbeing tools, electric car scheme and access to a virtual GP Access to a suite of 300+ on-demand courses developed by our in-house Talent Development team Experienced hire Permanent IPSWICH Consulting", "salary_raw": "Row(double=None, string=None)"}