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# 1st Line Support Engineer

- **Company:** Fusion IT Management Ltd
- **Location:** Brighouse, UK
- **Salary:** £27,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Microsoft Office, Microsoft PowerPoint, Remote Desktop Services, Windows Desktop, Computer Equipment
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c3f069fbd1c38842

## About the Role

* Experience in an IT helpdesk or similar role
 * Excellent telephone manner and face to face communication skills
 * Good knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
 * Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
 * Basic understanding of PC hardware set-up and configuration
 * Basic understanding of networking
 * Experience with troubleshooting Remote Desktop Service and bespoke application environments - desirable
 * Active Directory/Office 365 experience
 * Ability to work alone and as part of a team, in a fast-paced environment
 * Excellent time management skills
 * Confident to triage and troubleshoot as necessary
 * GCSE's grade A - C in English and Maths (or equivalent)

## Description

To provide excellent customer focused technical support to clients, assisting with a range of hardware and software problems via telephone and email.

Key Tasks and Responsibilities

 * Triage and log all service calls accurately in the helpdesk system and maintain full documentation allowing others to pick up if necessary
 * Provide remote technical support; answering support queries via telephone or email to meet the agreed SLAs
 * Maintain a high degree of customer service at all times for all support queries and adhere to all internal processes for Fusion and our clients
 * Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case in on going
 * Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately
 * Escalate more complex service issues to technical teams as required
 * Liaise with third parties as necessary to resolve any issues as they arise