The 1st Line Systems Support Engineer will have a big focus on customer service and consistency of approach, supporting your colleagues within the business to understand and solve their IT problems. You’ll be gaining exposure to and knowledge of our systems by supporting numerous business critical software programs and the data stored within, including: property, financial systems, customer facing portals and mobile apps.

WHAT WE ARE LOOKING FOR?

Existing Experience in a 1st line support role including:

• Customer Service Skills,
• Technical Skills
• Problem solving skills,
• Ticketing system knowledge
• Empathy and compassion for our colleagues experiencing IT issues
• Experience with continuous improvement
• Experience creating knowledgebase articles
• Change Management Experience

We’re not your usual property company. We’re the North West’s leading property managing agent. At urbanbubble, we’re redefining the way properties are run through community building, customer care, and innovation. Thanks to our team, that delivers outstanding customer experiences, we’re proud to serve 14,000 residents and growing. We’re looking for bold, ambitious, resourceful team members to manage and create communities. We want to unlimit what our customers expect, whilst unleashing your true potential. So, what do you say – interested?
Apply now to join a fantastic organisation that truly believes that our people should be at the heart of all our decisions.
urbanbubble requires people who are professional, hardworking, innovative, and passionate; who are effective in their roles, and who truly engage with the customer.
We are an equal opportunity employer, and invite applicants to contact us to identify any additional support you may need during the recruitment process.

WHAT WILL YOU DO?

• Respond to and diagnose IT issues over phone, email, and chat resolving as many Incident and change tickets as possible on the 1st line passing any other issues to 2nd line.
• Ensure excellent customer service and maintaining consistency in approach.
• Build up and maintain a knowledgebase of first line fixes to common issues using your acquired knowledge of business processes, business systems, customer portals and applications.
• Drive development of applications and training by escalating reoccurring user issues.
• Follow the defined incident management process.
• Meet the defined SLA’s were possible.
• Promote continuous improvement, user focus and best practice within the department.
• Utilise the internal ticketing system to accurately record and manage your interactions, ensuring accurate prioritisation, investigation, and resolution of incidents.
• Providing well-considered and suitable communication across all levels of the organization, from the CEO to frontline staff.
• Uphold the organisation’s IT security policies.

Existing Experience in a 1st line support role including:

• Customer Service Skills,
• Technical Skills
• Problem solving skills,
• Ticketing system knowledge
• Empathy and compassion for our colleagues experiencing IT issues
• Experience with continuous improvement
• Experience creating knowledgebase articles
• Change Management Experienc