Job Information

Job Description

1st Line Support Analyst

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

As a 1st Line Support Analyst with at least 1.5 years of support experience you will bridge communication between the internal developers, staff, and users to aid in the service delivery and support for the business and wider group.

We are seeking a highly motivated and customer-focused 1^st Line Support Technician to join our talented technical team. The successful candidate will play a crucial role in ensuring the smooth operation of our software applications by providing technical assistance to end-users and resolving software-related issues. You troubleshoot and resolve customer software issues, providing technical assistance through various channels. Supporting the technical leads in our business in analysing problems, collaborate with development teams, and contribute to documentation and knowledge bases.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a 1st Line Support Analyst with Mobiess, you’ll do it by…

Respond to customer inquiries and technical issues through various communication channels (phone, email, chat).
Guide customers through troubleshooting processes to identify and resolve software-related problems.
Analyse and diagnose software issues reported by customers.
Collaborate with development teams to escalate and resolve complex technical problems.
Provide timely and effective solutions to ensure customer satisfaction.
Create and update support documentation, FAQs, and knowledge base articles.
Contribute to the development of self-help tools to empower users to resolve common issues independently.
Effectively communicate technical information to non-technical users.
Collaborate with cross-functional teams, including developers and quality assurance, to address software bugs and improve overall product quality.
Participate in testing new software releases to identify and report potential issues.
Provide feedback on user experience and suggest improvements to enhance software usability.

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a 1st Line Support Analyst, you’ll need…

Bachelor’s degree in computer science, Information Technology, or related field.
Experience in a software support or helpdesk role.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Familiarity with troubleshooting methodologies and tools.
Basic understanding of software development processes and programming languages is an advantage.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the Mobiess Essex office and working two days a week with the team and the rest of the week can be worked from home.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)

Salary exchange pension scheme

Life cover

Paid sick leave

LifeWorks employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work and Techscheme

Holiday purchase scheme of additional 5 days per year

Offers and discount scheme designed to save money on everyday shopping and essentials

Healthcare Cashplan

MotorSave Scheme

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Helping you to shine

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

Ready to start shining?

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Mobiess, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.

Apply today.