Advanced Support Engineer

3 weeks ago

Reading, United Kingdom Ciphr Full time

Advanced Support Engineer


Ciphr has a new opportunity for an Advanced Support Engineer. You will be joining an organisation where you will work with a team that is goal driven and people focused.


At Ciphr our priority is ensuring that the work we do is adding value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles.


We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed.

If you are interested in a change do have a look below at what we can offer you.


Location : This is a hybrid role, and you will be required to travel to our Reading office 2 / 3 times a week.




See below the daily tasks of an Advanced Support Engineer:


  • Investigate complex software problems, liaising with other technical resources to resolve incidents and develop solutions.
  • Efficiently and systematically use the ZenDesk ticket management system to schedule work, provide updates and track workload and output.
  • Provide escalation and rapid response support alongside 1st Level resources including technical set up and advice.
  • Help develop and maintain procedures and standards.
  • Identify and feedback on any processes where observed improvements can be made.
  • Create and develop Technical Knowledge base articles.




If you have the following skills, you will be the perfect fit:


  • Ability to work independently and as part of a team, often in pressure situations.
  • Excellent IT equipment and systems troubleshooting skills.
  • Good communication skills with an aptitude for effective liaison with users, colleagues and third parties.
  • Professional demeanour to maintain and enhance customer relationships.
  • Ability to take innovative approaches to problem solving.
  • The ability to present complex ideas to technical & non-technical audiences.
  • The ability to manage time and workload effectively and always keep tickets updated.




What we offer you:


Ciphr has a benefits package which has you and your family in mind.

As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:


  • 30 days annual leave plus bank holidays
  • Family National Trust Membership
  • Birthday day off
  • Religious holiday swap
  • Family forming support - e.g., time off for family forming appointments or to support your partner
  • Enhanced maternity and paternity leave
  • Work from Anywhere for 4 weeks per year
  • Volunteering days for 2 days per year
  • Cycle to work scheme
  • Pension
  • Health cash plan
  • Life assurance
  • Technology/home improvements Loans
  • Perks at Work – access to exclusive discounts, cinema tickets, etc.
  • Regular training
  • £1,500 employee referral scheme
  • Medical Cover and Dental cover (after 6 months’ service)
  • Income Protection insurance (after 12 months’ service)




About Ciphr:


Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.


Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.


We are all about people at Ciphr. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us

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