1st Line Support Engineer

About the role

This is an excellent opportunity for someone with a genuine interest in technology who is looking to start or develop a career in IT support. The role offers exposure to a wide range of responsibilities and the chance to work closely with both customers and internal teams in a growing, hands-on business. We welcome candidates who have experience in technical support, customer service, or contact centre environments, as well as those with the right attitude and a willingness to learn. If you enjoy problem-solving, communicating with people, and finding practical solutions, this role will give you valuable experience in customer support, troubleshooting, and core IT systems. As a small and collaborative business, we offer the chance to learn about different areas of the company and develop your skills over time. Many of our team members have progressed from support roles into leadership or more technical positions, making this an excellent opportunity for someone looking for genuine career development. Job Responsibilities: Provide technical support to customers and internal stakeholders via various communication channels, including phone, email and web chat Troubleshoot, investigate and resolve customer issues and queries in a timely and professional manner Escalate unresolved or more complex issues to the relevant people/departments with clear documentation Reproduce and document reported issues with clear instructions Monitor recurring issues and identify patterns for escalation to management Assist customers with configuration of their systems, networks and environments Create, maintain and improve knowledge base articles and troubleshooting guides for customer use Promote self-service support through well-structured documentation Who we are looking for: Essential Experience working in a customer-focused IT role Strong interpersonal and communication skills, with the ability to explain information clearly, professionally and jargon-free Good organisational, analytical and problem-solving skills Demonstratable ability to manage time efficiently and prioritise work Good computer literacy, especially when working with the Microsoft Office suite Desired Experience working with helpdesk software such as FreshDesk, TopDesk, ServiceNow etc A keen interest in evolving technologies and the adoption of new technologies

Benefits

Additional Information

Job Title: Support Engineer Location: Cheadle SK8 3GZ Salary: £22k - £26K per annum Job type: Full-time, permanent (37.5 hours per week) Ablyss Systems Ltd are a customer-focused care management software provider with over 20 years of experience in providing user-friendly software applications and services to various sectors of care in the UK. Our core product, Blyssful, is one of the leading services in residential and nursing care. Our mission is simple: to transform care environments so that every service user, family, and care professional feels supported, valued, and safe through technology that enhances, not replaces, human connection. We are a small company with big ambitions. Our goal is to shape the future of care technology to ensure the most vulnerable in society are given the best service they can be, and the providers are able to spend more time with the service users instead of working with difficult systems and getting stuck on administrative tasks. We are now looking for a motivated Support Engineer to join our team and build a long-term career with the business.

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