1st Line Support Engineer

They are looking for a proactive and customer-focused 1st Line Support Engineer to strengthen their technical support department. In this role, you will be the first point of contact for internal and external users experiencing technical issues and will provide timely and effective resolutions., * First Point of Contact: Serve as the first line of support for incoming technical queries from our customers via phone, email, or ticketing system, ensuring issues are logged, categorised, and prioritised accurately.

• Issue Resolution: Diagnose and resolve basic technical issues related to hardware, software, networks, and other IT and Telecommunication systems, providing clear guidance to users.
• Escalation: Escalate complex issues to higher-level technical teams or specialised departments when required, ensuring seamless handover and follow-up.
• Troubleshooting & Support: Utilise available tools and knowledgebase to troubleshoot common technical issues such as login problems, application errors, network connectivity issues, and telecommunication issues.
• Documentation: Maintain accurate records of user interactions, issues, and resolutions in the ticketing system. Provide clear documentation for common technical issues to assist with future resolutions.
• Knowledgebase Maintenance: Contribute to updating and expanding the internal knowledgebase to improve troubleshooting procedures and self-help resources for users.
• System Monitoring: Assist with proactive monitoring of critical IT systems and escalate potential issues before they impact the organisation.

• Experience: Previous experience in a technical support or customer service role is essential, especially in an IT and Telecommunications environment. Familiarity with common IT systems and issues is essential.
• Technical Skills: Understanding of Windows / Mac OS. Active Directory, Office 365, network troubleshooting, and hardware diagnostics.

Experience with Hosted VoIP systems. Thorough all-round knowledge and experience of deployment and support of converged voice and data technologies in IP networking environment including:

• VoIP technologies, SIP / RTP protocols.
• TCP-IP. LAN / WAN. DHCP, DNS and other related IP protocols.
• Routers, Switches, Gateways, VPNs.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical issues in simple, non-technical terms.
• Problem Solving: Excellent troubleshooting skills and a methodical approach to resolving issues.
• Customer Focus: A customer-first attitude, with a strong ability to build rapport with users and resolve issues efficiently and courteously.
• Organisation: Ability to manage and prioritise multiple tasks, ensuring timely follow-up and resolution.
• Technical Knowledge: Familiarity with ITIL best practices or other IT service management frameworks is a plus.
• Full UK Driving License: Full UK Driving License is essential.

Desirable but not essential skills:

• IT certifications such as CompTIA A+, or similar qualifications.
• Knowledge of remote access software (e.g., TeamViewer, AnyDesk), ticketing systems (e.g., Freshdesk, HALO PSA), and collaboration tools (e.g., Microsoft Teams, WhatsApp).
• Experience with On-Premise PBX systems (e.g., NEC, Samsung).
• Knowledge of Linux operating systems (e., Ubuntu, Debian).
• Knowledge of AWS and Azure virtualisation cloud technologies.
• Experience with Yeastar, Intermedia / NEC Univerge Blue Hosted VoIP systems.
• Experience with Wi-Fi solutions including Omada by TP-Link, Ubiquiti, and Meraki.
• Experience with CCTV including Hikvision.

This is an excellent opportunity to work for a Company who are expanding, and are bringing on board High Street Market Clients. They provide IT & Communication solutions to small, medium and large enterprises in both the private and public sectors. Designed for open connectivity, high availability and flexible growth, our innovative solutions incorporate the latest voice, data and video technologies and enable real-time, collaborative working, increased productivity and customer satisfaction. With their extensive installations experience and highly trained team of engineers, they transform the way businesses communicate, collaborate, fulfilling their business communications needs in an efficient and reliable way., * Salary between £28,000 - £34,000 per annum depending on experience.

• Excellent benefits package including health plan.
• Enrolment to the company pension scheme.
• Opportunities for career growth and ongoing training and skill development.
• Yearly salary and development reviews.
• A supportive and collaborative team environment.
• Regular team building and social events.