Support Engineer | Permanent | Bristol | £30,000 Per Annum Peaple Talent have exclusively partnered with a growing client in Bristol looking to recruit 2 Support Engineers to join them on a full-time permanent basis. These roles are rotating shifts, 6:00am-2:00pm and 2:00pm to 10:00pm. The successful candidates for these roles will need to be eligible for SC clearance due to the nature of work. The Role: Our client is looking for an enthusiastic and driven Support Engineer to champion their customer solutions. You’ll be at the forefront of customer and internal collaboration, diagnosing and resolving issues, partnering with external stakeholders to escalate and ensure peak platform performance and stability. Your expertise will be vital in configuring, implementing, and transitioning solutions alongside different practices within the business. Key Responsibilities: Deliver essential first and second-line technical assistance for critical partner technologies, including NICE, Zendesk, Amazon, and Gamma, directly to our client’s customer base. Manage the full lifecycle of support tickets within our client’s ITSM system, ensuring timely and transparent progress updates for all incidents to customers and internal stakeholders. Proactively investigate, diagnose, and resolve intricate issues spanning voice, chat, and various digital contact centre channels that our client’s customers utilize as integral parts of their solutions. Act as a crucial liaison with Partner Support teams, initiating escalations and meticulously tracking the resolution of complex issues with external partners as required. Operate effectively within established ITIL frameworks, specifically contributing to Incident and Problem Management, and Change Enablement processes to uphold the governance of their Service Management Centre. Execute configuration service requests from their customers, collaborating with the Support Team to continually evolve and optimize their solutions as part of their support package. Offer expert technical guidance to customers, enabling them to fully harness the capabilities and derive maximum value from their deployed solutions. Communicate change and maintenance notifications to customers, adeptly addressing any related inquiries concerning partner change initiatives. Uphold the integrity and functionality of internal company IT systems, alongside configuring new staff laptops and facilitating the procurement and deployment of essential peripheral equipment for colleagues. Key Experience Required: Demonstrated experience in incident and problem management within an ITIL-driven technical setting. Familiarity with Change Enablement and Release Management processes would be a distinct advantage. A solid grasp of IT support, coupled with the ability to quickly comprehend divers technology platforms. The capacity to collaborate with stakeholders, up to director level both internally and externally. A highly motivated self-starter with the innate drive and assurance to expertly manage customer interactions and accelerate partner resolution timelines. This includes a keen ability to identify and strategically prioritize workload activities. Exceptional analytical and problem-solving capabilities, consistently applied to deliver practical, client-centric solutions. If you are interested in this position, please apply directly on LinkedIn with an updated version of your CV.