Job Introduction
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)
AtSaga, 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.
Main Responsibilities
* Provide first-line IT support to colleagues via phone, webchat, and ticketing systems
* Deliver excellent customer service and maintain a positive user experience
* Log, manage, and resolve support tickets within agreed SLAs
* Troubleshoot hardware, software, and application issues, escalating where necessary
* Communicate technical issues clearly and confidently to non-technical users
* Work collaboratively with wider Technology teams and third-party suppliers
* Maintain accurate documentation and update support records where required
* 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:
* Strong customer service skills with a passion for helping others
* Ability to work calmly and methodically under pressure
* Good analytical and problem‑solving skills, with the ability to investigate and resolve issues effectively
* Experience working within a customer‑focused or support environment
* Previous experience working on an IT Service Desk within a corporate environment is beneficial, but not essential
* 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
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.
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