1st Line Support Engineer

Join our Support team in Sheffield

Application deadline: 31st Jan 2022

Due to continued expansion and growth, we are currently looking for a 1st Line Support Engineer to join our Helpdesk team. You will be responsible for delivering world-class support to our user base.  There are plenty of opportunities for progression within the team and the wider business. This role is perfect for an individual that is looking to develop their skill set and take their career to the next level.

The Role

Responsibilities include, but not limited to:

  • Being the first point of contact for telephone calls, e-mails, and tickets into the Helpdesk.
  • Triaging Helpdesk tickets and any new customer correspondence.
  • Guiding applicants through all stages of the application process.
  • Use knowledge/internal documentation to resolve customer issues. Information gathering and escalating what you are unable to resolve.
  • Printing, preparing, and tracking postal correspondence.
  • Working with other areas of the business to resolve customer issues.

The Person

  • You will have a passion for customer support with experience in a customer facing role.
  • You will be able to successfully obtain the necessary Security Clearance level required for this role.
  • You have a willingness to learn and develop new skills.
  • You will possess outstanding interpersonal skills which help you to make decisions and solve problems both as a team but also independently.
  • You will be a strong team player. Sharing information and encouraging other members of the group by promoting an atmosphere that fosters friendship and loyalty.
  • Manage sensitive and sometimes confidential information.
  • Attention to detail and reliability are essential.

Technical skills and Experience

  • Experience in customer-facing roles, ideally in a Helpdesk/Service Desk environment.
  • Ability to liaise with customers using excellent verbal and written communication.
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
  • Exposure to the following technologies would be desirable, but not essential:
  • Microsoft Office/Office 365/G-Suite, Microsoft Exchange, Windows, Mac, Linux, Multi-Factor Authentication.
  • Full training will be provided prior to any customer engagement.
  • Develops and maintains Security Awareness knowledge in accordance with documented ISMS procedures

Diversity, Equity and Inclusion

Here at Egress we are committed to diversity, equity and inclusion. Our workforce has consistently sat above the national average for both BAME and Female representation, but we recognise that we can always do more. Every job description is subject to scrutiny through a gender bias decoder ensuring our roles are as inclusive and attractive as possible. Our culture is one that aims to nurture a welcoming and safe working environment for everyone with initiatives such as our Diversity & Belonging forum, dedicated mental health first aider network and regular awareness seminars all contributing to a great place to work whoever you are.

Privacy and Your Data

Please take the time to check and read our recruitment privacy policy. The information you provide to us when you apply will be held, stored and processed by Egress Software Technologies Limited in accordance with it.

Any job offer that we may make to you will be subject to you successfully passing background checks.


  • Regular charity events and fundraisers
  • Monthly socials paid for by the company
  • Annually fully funded company kickoff
  • Management / peer recognition programmes with rewards
  • Regular employee personal development and training reviews
  • Flexible dress code
  • Social pool league

  • Free eyecare vouchers
  • Free breakfast, fruit and all the coffee you can drink
  • Fully funded private medical
  • Discounted gym membership
  • Cycle to work scheme

  • 25 days annual leave, increasing to 26 after your first year in the business
  • Contributory pension scheme
  • £2,000 employee referral scheme
  • Eligibility to participate in Enterprise Management Investment (EMI) stock option scheme
  • Egress perks portal and retail discount scheme

Our Sheffield office


About our Sheffield office

Our Sheffield office is conveniently located in the centre of the city's new and growing digital campus. It's a short walk from Sheffield train station, and a shorter walk to Sheffield city centre and Sheffield Hallam's university campus.

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