OVERVIEW

We are seeking an experienced and dynamic Triage Engineer to join our helpdesk team this role primarily serves as the first point of call for all customers. They will be responsible for providing first response to client tickets, including phone calls, emails, implementing first time fixes, following escalation procedures and monitoring daily tasks, all within contracted service levels.

REQUIRED SKILLS AND EXPERIENCE

• 1.5 years experience within IT service provision
• Customer focused and have a genuine desire to provide a quality service.
• Confident and highly motivated individual.
• Excellent written and verbal communication skills.
• A team player who is able to contribute to a collaborative working environment
• Actively seeks to share information in order to improve quality performance
• An understanding of working within ITIL and Cyber Essentials frameworks.
• Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
• Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.
• Basic understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
• Experience in helpdesk support, escalation and ticket triaging

WHO WE ARE

At CYAN, we’re more than just an IT company. We’re a team of passionate, creative thinkers, dedicated to transforming IT challenges into opportunities for growth. Since our founding in 2004, we’ve strived to create positive change, delivering exceptional service that earns the trust and loyalty of our clients. Our values of integrity, sustainability, and inclusivity drive everything we do, from empowering our employees to contributing to a better future. We believe in making a difference and leading by example in the IT industry.

• Act as the first point of contact for all reported incidents and issues.
• Perform initial diagnosis and troubleshooting of software bugs and system failures.
• Prioritise incidents based on customer impact and urgency.
• Maintain communication with the reporting party throughout the triage process, providing status updates and expected timelines for resolution.
• Contribute to the knowledge base by documenting recurring issues and their resolutions.
• Monitor system performance metrics and logs to detect and report potential problems before they escalate.
• Ensure critical issues are communicated to management and customers in a timely manner.
• Assist with post-incident analysis to identify root causes and recommend preventive measures.