1st Line Engineer

• Act as the first point of contact for IT support calls from our customers via phone, ensuring all calls are answered and handled professionally.
• Log tickets in our ticketing system while on the phone, ensuring all information is gathered and entered accurately to a high standard.
• Take ownership of tickets, keeping them updated and resolving them within agreed SLAs.
• Troubleshoot IT-related issues and provide technical support to our customers.
• Support the escalation process when required.
• Identify and escalate repeating tickets to other team members.
• Keep internal documentation and procedures updated.
• Work with relevant third-party companies and act as a point of contact.
• Continuously seek opportunities to enhance skills and stay up to date with industry trends.

Technologies:

• Azure
• Cloud
• Hardware
• Support
• macOS
• Microsoft 365
• TCP/IP
• Windows
• Office 365, We are recruiting for a 2nd Line Engineer based in High Wycombe, offering a salary of £27k to £34k. The role sits within our Technical Support team, reporting to the IT Service Manager, and offers the chance to work on diverse and challenging projects. Our benefits include a discretionary yearly bonus scheme based on company performance, 33 days of holiday per year including public holidays increasing by one day each year up to 38 days, free on-site parking, and training and career growth opportunities.

• Strong verbal and written communication skills.
• Ability to talk and guide non-technical customers, including those who may not have English as their first language.
• Ability to work independently and meet deadlines consistently.
• Ability to work under pressure and prioritise tickets.
• Proactive attitude toward technical support.
• Professional manner when visiting customers, with a can-do attitude and willingness to help.
• Good working knowledge of computer hardware, operating systems, and basic networking concepts such as TCP/IP, DNS, and DHCP.
• Experience supporting Windows and macOS devices.
• Good understanding of Microsoft 365 and cloud technologies such as Exchange Online, Entra ID/Azure AD, and Microsoft Office applications.
• Experience using ticketing systems to log, track, and update support issues.
• Ability to diagnose and resolve software and hardware problems over the phone and via remote support tools.
• Ability to work independently, take initiative, and collaborate effectively within a team.