We are seeking a motivated Junior Support Engineer to provide exceptional technical support to our users, ensuring smooth operation and resolution of software-related issues.

Responsibilities:

• Respond to user inquiries and support tickets via phone, email, or chat.
• Log and track incidents and service requests in a ticketing system.
• Perform basic troubleshooting for hardware, software, and cloud applications.
• Set up, configure, and maintain PCs, peripherals, and mobile devices.
• Support audiovisual (AV) equipment and virtual meeting tools (eg, Teams).
• Assist with software installations, updates, and basic system configurations.
• Provide guidance and information to users on IT processes and tools.
• Escalate unresolved or complex issues to senior support staff.
• Document solutions, FAQs, and updates in the knowledge base.
• Monitor system alerts and report issues to relevant teams.
• Maintain inventory of hardware, software licenses, and user assets.

Skills/Qualifications:

• At least years of experience in technical support or related field.
• Familiarity with basic networking concepts, Windows operating systems, and troubleshooting methodologies.
• Good communication skills and customer service orientation.
• Ability to quickly learn and adapt to new technologies.

Ideal Candidate:

The ideal candidate for this role is a passionate, 1st line Support Engineer with foundational technical knowledge and a drive to enhance their skills.

Here are the key attributes and qualities we seek:

Technical Aptitude:

• Basic Troubleshooting: Proficient in identifying and solving hardware, software, and network issues in a methodical manner.
• Operating System Knowledge: Familiarity with Windows and Mac environments, understanding basic file systems, and software installations.
• Quick Learner: Eager to learn new technologies and software systems, quickly adapting to evolving technical landscapes.

Customer Service & Communication:

• Customer Focused: Has a genuine interest in helping customers solve their technical problems and can provide clear, empathetic support.
• Effective Communicator: Able to convey technical information in a clear, concise manner to both technical and non-technical users.
• Team Player: Works well with team members and is willing to contribute to collaborative problem-solving.

Problem Solving & Initiative:

• Attention to Detail: Methodically documents and tracks issue resolutions, ensuring thorough follow-up.
• Proactive: Anticipates potential issues and seeks guidance when necessary to resolve challenging cases.
• Organizational Skills: Can manage multiple support tickets simultaneously and maintain accurate logs

Personal Attributes:

• Continuous Improvement: Demonstrates a desire to continuously improve their skills and grow within a technical support role.
• Responsibility: Takes ownership of assigned tasks and shows accountability in problem resolution.
• Adaptability: Comfortably adjusts to changing priorities and is open to taking on new challenges as the company evolves.

About Us:

1st Formations, part of the BSQ Group, is the UK's leading company formation agent. Since our founding in 2014, we've helped over 1 million entrepreneurs start and grow their businesses by simplifying the complexities of company formation and corporate governance.

Our Mission:

We strive to uncomplicate entrepreneurship by providing intelligent corporate services. We value continuous learning and innovation, fostering a culture that supports our clients with the most up-to-date knowledge and practices.

Our Values:

Customer service excellence is at the heart of everything we do. Based in Covent Garden, our team is dedicated to supporting customers before, during, and after the company formation process. We are also committed to environmental responsibility, diversity, inclusion, and supporting UK charities.