1st Line IT Support

We are seeking a proactive and customer-focused 1st Line Desktop Support Engineer to join our team at ERGOS. This role is pivotal in providing first-line support and assisting with basic desktop and server administration across our clients' IT environments.

You will act as the first point of contact for all support queries, liaising with vendors and internal IT personnel to ensure issues are resolved efficiently and service levels are maintained., Service Desk & Ticket Management

• Answer all incoming calls as the first point of contact and log service tickets using the service desk staging process.
• Triage service tickets logged via email, phone, or portal to ensure SLAs are met.
• Attempt first-time resolution of all initial service tickets; escalate to 2nd Line Engineers when required.
• Manage assigned queues and highlight issues or concerns to the Site Manager.
• Identify repeat issues and raise appropriate problem tickets using the problem management process.
• Ensure all tickets are updated accurately and consistently to reflect progress and status.
• Maintain accurate engineering time sheets and ensure compliance with internal processes.

Technical Support

• Provide 1st line technical support across desktops, laptops, and basic server environments.
• Troubleshoot and resolve issues related to:
• Windows 11
• Microsoft Server & Desktop environments (ideally MCITP level)
• Office 365 & Exchange Online
• Networking (TCP/IP, DHCP, OSI layers)
• Support users via telephone, remote desktop tools, and on external client sites.
• Perform administrative tasks within Active Directory and related services.
• Support VIP users with a high level of professionalism and responsiveness.
• Assist with monitoring systems and responding to alerts.

Collaboration & Service Delivery

• Work closely with the Site Manager, 2nd Line Engineers, and other IT stakeholders.
• Follow support desk processes to ensure a consistent and high-quality service.
• Maintain KPIs to ensure SLA performance requirements are achieved.

Do you have experience in Windows?, Do you have a GCSE?, * Highly motivated and proactive team player.

• Strong understanding of 1st & 2nd line technical support.
• 12-18 months commercial IT support experience preferred.
• Excellent organisational and time-management skills.
• Strong communication skills with the ability to work across different business levels.
• Attention to detail and ability to work under pressure.
• Flexible approach-willing to work outside normal hours when required.
• Self-motivated, capable of thriving in a fast-paced, high-pressure environment.
• Customer-focused with a professional and proactive attitude.

Desirable (Not Essential) Experience

• ServiceNow
• ManageEngine
• Trend
• Experience working within an MSP environment
• Familiarity with monitoring platforms and IT automation, * GCSE or equivalent (preferred), * Technical support: 1 year (required)
• Customer service: 1 year (required)

• Competitive salary and benefits package
• Opportunities for professional development and career progression

Job Types: Full-time, Permanent

Pay: £25,000.00-£31,999.00 per year

Benefits:

• Company pension