1st Line Support Engineer

📋 Description

• 1st point of contact for clients using the Legend system
• Provide support for Legend customers via telephone and support ticket submission systems
• Work proactively to ensure prompt resolution and customer satisfaction
• Escalate to 2nd/3rd line or external maintenance where needed
• Analyze support tickets and report on performance against SLA and targets
• Develop teammates to maintain high support standards

🎯 Requirements

• Proven technical experience in a similar role
• Direct experience working with clients
• Strong interpersonal and communication skills (verbal and written)
• Excellent analytical and problem-solving abilities
• Quick learner, able to pick up new skills quickly
• Strong English verbal and written communication

🎁 Benefits

• Hybrid working model: 3 days/week in Newcastle office, rest from home