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)
AtSaga, were 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 dont need extensive technical experience; were looking for candidates who are passionate about technology, enjoy helping people, and are confident communicating over the phone and via digital channels. Whether youve studied IT, completed certifications, or have a genuine interest in technology, wed love to hear from you.
Youll 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.
Package Description
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this 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:
* 25 days holiday (accrued annually) + bank holidays
* Option to purchase additional leave - 5 extra days
* Pension scheme matched up to 10%
* Life assurance policy on joining us, 4 x salary
* Wellbeing programme
* Colleague discounts, including family discounts on cruises, holidays, and insurance
* Range of reductions and offers from leading retailers, travel groups, and entertainment companies
* Enhanced maternity and paternity leave
* Grandparents leave
* Income protection
* Access to Saga Academy, our bespoke learning platform
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
Were 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.
Youll 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
About The Company
Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. Were the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and?our Saga Magazine.
Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose.
Were committed to making sure that colleagues can be their best, be themselves and make a difference more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity?and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture weve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
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. Were also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and youll receive personal communication throughout your applicant journey when you apply to join Saga.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. xsngvjr Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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