**Job Description:**
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Key Responsibilities:
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* Manage incidents and resolve problems in a structured, ITIL-aligned technical setting.
* Engage with clients to resolve 1st and 2nd line support requests and handle service changes, including updates to operating hours, modifications to routing and call flows, or changes to reporting outputs.
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About the Role:
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We are seeking a skilled Support Engineer to join our team. The successful candidate will have hands-on experience in Amazon Connect or related cloud contact centre platforms. They will be responsible for assisting clients who use Amazon Connect and customized solutions.
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Your Skills and Qualifications:
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* A university degree or equivalent professional experience.
* Solid grasp of IT infrastructure and systems, preferably within cloud-based contact centre environments.
* Familiarity with Amazon Connect is highly desirable.
* Exceptional analytical thinking and a methodological approach to troubleshooting, always aiming to deliver solutions that align with customer needs.
* Comfortable working across multiple stakeholder groups, including internal and external teams, up to director level.
* Ability to collaborate closely with project and program teams to transition new clients into day-to-day support operations.
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The Package:
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* Basic annual salary of £30,000 per annum.
* 25 days of annual leave, increasing to 30 days with continuous service.
* Pension plan, raising up to 8% of employer contribution.
* Private medical insurance, option to extend cover to family members.
* Travel Insurance, coupled with health coverage.
* Income protection insurance.
* Life assurance of 4x your salary.
* Employee Assistance Program.
* Discounts through perks scheme.
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We Offer:
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Our company offers a comprehensive training program tailored to the successful candidate, including certification opportunities with our technology partners. We actively support career progression, with clear paths into advanced support, software development, or implementation roles.
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