1st Line Support Engineer

As a 1st Line Help Desk Engineer, you will be the first point of contact for customers experiencing IT, telephony, security or network issues. You will provide friendly, efficient support, resolve or escalate incidents, maintain high standards of customer service, and help ensure our clients' IT systems stay up and running.

Benefits

• 4 DAY WORKING WEEK
• Enhanced maternity and paternity
• Free on-site parking
• Casual dress
• Sick pay
• Access to SmartHealth
• Regular team events and social gatherings

As a 1st line help desk engineer, you will be responsible for:

• Receive, triage, log and manage support calls, emails and tickets via our Help Desk portal.
• Provide first-line diagnostics and resolution of user issues (hardware, software, telephony, connectivity).
• Assist customers with set up and configure PCs, laptops, mobile devices, printers, peripherals.
• Create and maintain user accounts, permissions and access in systems.
• Handle password resets, user on/off-boarding, software installs, updates and patching.
• Escalate unresolved or complex issues to 2nd Line or relevant teams with full documentation and context.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Maintain clear and accurate ticket records, status updates and handovers.
• Provide excellent customer service, communicate clearly, and manage stakeholder expectations.
• Contribute to knowledge-based articles and documentation for recurring issues.
• Occasional onsite visits might be required (depending on client base).

Do you have a valid Driving Licence license?, Do you have experience in IT support?, * Previous experience in a 1st line help desk or IT support role (ideally in a managed services environment).

• Good working knowledge of Microsoft 365 and Azure AD, Windows Serve
• Basic telephony/VoIP support awareness
• Strong customer service skills, ability to communicate technical information to non-technical users.
• Good problem-solving skills, ability to prioritise and escalate appropriately.
• Comfortable working within SLAs and to process.
• Able to work independently and as part of a team.
• A positive, can-do attitude and willingness to learn.

Desirable

• Experience in MSP environments
• Exposure to CCTV, access control, or VoIP systems
• Familiarity with Hyper-V or VMware
• PowerShell scripting experience
• Certifications: Microsoft (M365/Azure), CompTIA, Cisco