Job Introduction
Colleague Support Engineer 6-Month FTC
Salary £26,000 - £27,000 per annum
6-Month FTC
Full Time - 35 hours per week
Hybrid- Folkestone (1 day every 2 weeks on-site)
At Saga, we’re looking for a friendly and motivated Colleague Support Engineer to join our Technical Operations team.
This is an excellent opportunity for someone looking to start or grow their career in IT support. You don’t need extensive technical experience; we’re looking for candidates who are passionate about technology, enjoy helping people, and are confident communicating over the phone and via digital channels. Whether you’ve studied IT, completed certifications, or have a genuine interest in technology, we’d love to hear from you.
You’ll provide frontline support to colleagues across the business, delivering excellent customer service while helping resolve day-to-day technology issues. This role is ideal for someone who is proactive, eager to learn, and enjoys working in a fast-paced team environment.
* This role requires you to be working from our Folkestone office a minimum of 1 day every 2 weeks. We have designated office space for colleagues, allowing us to collaborate and share success as a function.
Role Responsibility
1. Provide first-line IT support to colleagues via phone, webchat, and ticketing systems
2. Deliver excellent customer service and maintain a positive user experience
3. Log, manage, and resolve support tickets within agreed SLAs
4. Troubleshoot hardware, software, and application issues, escalating where necessary
5. Communicate technical issues clearly and confidently to non-technical users
6. Work collaboratively with wider Technology teams and third-party suppliers
7. Maintain accurate documentation and update support records where required
8. Manage your workload effectively while taking the initiative to learn and develop new skills
The Ideal Candidate
We’re looking for someone with previous customer service experience who is confident communicating over the phone and has a genuine interest in building a career in IT support, whether through studies, certifications, self-learning, or personal interest in technology.
You’ll also be able to demonstrate the following skills and experience:
9. Strong customer service skills with a passion for helping others
10. Ability to work calmly and methodically under pressure
11. Good analytical and problem-solving skills, with the ability to investigate and resolve issues effectively
12. Experience working within a customer-focused or support environment
13. Previous experience working on an IT Service Desk within a corporate environment is beneficial, but not essential
14. A basic understanding of ITIL service management processes, including Incident, Problem, and Change Management, would be advantageous
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
At Saga, we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day; that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE FOR THIS ROLE:
15. 25 days holiday (accrued annually) + bank holidays
16. Option to purchase additional leave - 5 extra days
17. Pension scheme matched up to 10%
18. Life assurance policy on joining us, 4 x salary
19. Wellbeing programme
20. Colleague discounts, including family discounts on cruises, holidays, and insurance
21. Range of reductions and offers from leading retailers, travel groups, and entertainment companies
22. Enhanced maternity and paternity leave
23. Grandparents leave
24. Income protection
25. Access to Saga Academy, our bespoke learning platform