Job detail for Support Engineer: Fix on First Contact

Company culture

Transparity is a fast-growing IT company focusing on Microsoft Cloud based solutions. Our culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.

Job Overview/Purpose

Acting as the first point of contact, the Support Technician’s role is to address incoming calls and emails rapidly and provide outstanding IT support and technical assistance to our customers.

The Support Technician is responsible for ensuring that tickets are created for issues, fully populated with the required information, and are then managed through to completion and resolution within the timeframes associated with the customer contracts. If there is a need to escalate tickets, the Support Technician will action where appropriate, along with applying the necessary urgency to provide resolution.

The Support Technician is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations.

This role will work on a 5 days on and 2 days off per week pattern, working core business hours of 8.30am to 5.30pm, with one day of working each weekend.

**Main Duties and **

• Be the first point of contact for customers, delivering a responsive, professional and reassuring support experience.

• Troubleshoot and resolve a wide range of technical issues across Microsoft Cloud technologies and associated platforms.

• Keep customers informed with clear, proactive communication and regular updates throughout the lifecycle of support requests.

• Collaborate with colleagues across the Service Desk, escalating issues where required to ensure timely resolution.

• Maintain accurate ticket, documentation and knowledge base records to support service excellence.

• Continuously develop your technical expertise through hands-on experience, learning opportunities and industry certifications.

• Take ownership of your workload, consistently meeting service levels, KPIs and high standards of customer satisfaction.

Skills, experience and qualifications

• Proven experience in a 1st Line IT Support or Service Desk role, with a passion for delivering outstanding customer service.

• Strong communication skills, with the ability to build trust and rapport with customers and colleagues alike.

• Experience working with Microsoft 365 technologies and supporting users in a fast-paced environment.

• A proactive, self-motivated approach with excellent organisation, time management and attention to detail.

• Strong problem-solving skills, with the ability to think creatively and troubleshoot technical issues effectively.

• A collaborative team player who enjoys sharing knowledge, supporting others and contributing to a positive team culture.

• A commitment to continuous learning and professional development; Microsoft 365 Administrator, Azure Administrator and Autotask experience are desirable.

Disability Confident

Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees.  We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms.  The diversity in our team is what helps our business work so well.

To find out more about our disability commitment please contact People & Culture or ask during the interview.

Our Offering

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:

• To work at a 3* World Class Best Company

• 25 days holiday

• Home working allowance paid monthly

• Winning from Anywhere® allowance to help your set up at home

• 24/7 GP at hand

• Immediate 24/7 access to an Employee Assistance Programme

• We’ll support you when you’re not well with our Company sick pay scheme

• 4x base salary life assurance

• Private health insurance after a successful year’s service

• Enhanced parental pay and leave, supporting you with those precious life moments

• Access to the Perkbox platform to help make your money go further

• Cyclescheme

• Electric car scheme

• And many more!

AI in our recruitment process

At Transparity becoming a Frontier organisation is key to our success, so we use AI to support our recruitment team with tasks such as note‑taking and automating parts of the recruitment process so we can focus more time on meaningful, human conversations and providing a positive candidate experience.

We do not use AI to review, screen, score, or rank applications. All hiring decisions are made by people.

If you have questions about our recruitment process or need adjustments at any stage, please let us know, we’re happy to help.