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Callsign

Technical Support Engineer

Callsign Manchester, England, United Kingdom

Computer and Network Security · 51-200 employees

7 h ago
Remote support-engineer Junior (0-2 yrs) Full-time United Kingdom
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About the role

The Technical Support Engineer serves as the primary point of contact for clients, managing support requests via phone, email, and chat. They coordinate with internal technical teams to prioritize and resolve incidents while participating in an on-call rota.

What they look for

Technical support Customer service Ticketing system Incident management Communication Problem solving Multitasking Jira ITIL Service desk Fraud prevention

Requirements

Candidates must have at least 12 months of experience in a customer help desk or 1st line support role. Strong English communication skills and the right to work in the UK are mandatory.

Benefits

Pension scheme Private medical cover Life assurance Personal learning and development budget Cycle to work scheme Company family leave 25 days annual leave Employee volunteering program

Full description

Our Customer Support Engineers are the first point of contact for clients needing support across Callsign's products and services. This role delivers efficient, high-quality support via phone, email and chat, using a ticketing system to manage and prioritise requests.

Working closely with internal 2nd and 3rd line technical teams, the Technical Support Engineer ensures timely issue resolution and clear customer communication. The role includes participation in an on-call rota and the ideal candidate will be proactive, have a strong passion for technology, teamwork and continuous learning.

The successful candidate will already need to hold the right to work in the UK.

This role will be based from our Manchester office and be part of our global Customer Support team.

What you'll do:

  • Serve as the first point of contact for clients seeking support on our products and services.
  • Engage with other teams to help prioritise and resolve issues.
  • Participate in an on-call rota to provide support outside of regular business hours. 
  • Work a rotating shift pattern covering between the hours of 7:00 a.m. to 11:00 p.m.

Key Responsibilities

  • Handle various communication channels including phone, email, and chat.
  • Utilise a ticket/helpdesk system to manage and track support requests.
  • Prioritise and manage multiple demands, coordinating activities with technical 2nd and 3rd line teams.
  • Respond efficiently and communicate clearly to ensure customer satisfaction.
  • Support the incident management process and participate in the coordination, communication and resolution of incidents as required.

Required Experience

  • Previous experience in a customer help desk or 1st line support role.
  • Ability to estimate and execute tasks in a timely manner.
  • Be able to work with initiative and multitask effectively.
  • Strong English written & verbal communication skills.
  • A passion for technology, with at least 12 months of experience in a support role.
  • A desire to learn and continuously improve.

OPTIONAL/DESIRABLE

  • An interest in fraud prevention is beneficial.
  • Experience with Jira (Atlassian) is a plus.
  • Experience working in a software company
  • ITIL or Service Desk related qualifications
  • Incident management
  • Be someone who seeks opportunities to improve how work gets done
  • Be confident taking responsibility for outcomes & mistakes

Pension scheme with Scottish Widows

Private medical cover with Vitality

Life assurance (4x base salary)

Personal Learning & Development Budget

Cycle to Work Scheme

Company Family Leave

25 days annual leave plus Callsign Bank Holiday

Employee Volunteering Program

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