1st Line Support Engineer

Job Title: Support Engineer

Department: Technical Support

Reporting to: Support Supervisor

Working Hours: 7am – 4pm or 9am to 6pm depending on business requirements

Location: Initial four weeks in the office during training (B90 4NG), Hybrid role available depending on Department requirements

Position Summary: We are seeking a dedicated and customer-focused individual to join our team as a Support Engineer. In this role, you will play a vital part in delivering exceptional support services to our valued customers at Biosite Systems. As the first point of contact, you will provide technical assistance over the phone and through remote connectivity. This varied position requires excellent time management skills, a strong ability to work collaboratively, and the capacity to effectively prioritize and escalate technical issues for prompt resolution.

Key Responsibilities:

• Monitor the support calls logging system on a daily basis

• Maintain comprehensive logs of all activities in our internal ticket system

• Deliver first-line technical support and promptly respond to support queries from customers across the UK and Europe

• Demonstrate a high level of customer service when addressing support issues

• Take ownership of support cases, ensuring adherence to relevant support procedures and seeking closure

• Escalate more complex calls to the appropriate support team member or other departments

Required Knowledge and Expertise:

• Proven experience in a similar IT support role with a focus on end-user interactions

• Previous experience in 1st & 2nd line support or an equivalent position

• Familiarity with call logging systems and remote support tools

• Strong understanding of PC hardware and peripheral devices

• Sound knowledge of server environments

• Proficiency in networking and routing

Desirable Skills:

• Experience working with Debian-based Linux

Personal Characteristics:

• Resilient and able to effectively handle challenging and frustrating situations

• Possesses high emotional intelligence and self-awareness, considering how their actions are perceived by others

• Adaptable, with the ability to tailor their approach and style to different situations

• Excellent written and verbal communication skills

• Proficient in time management, capable of planning, organizing, and managing workloads efficiently

• Active listener who can identify key elements in communication and gather relevant information through effective questioning, listening, and summarizing

• A team player and strong communicator who actively engages with peers to drive continuous improvement

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

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