1st Line Support Engineer

As a 1st Line IT Support Engineer, you will be the first point of contact for customers requiring technical assistance with specialist software, hardware and communication systems.

You will be responsible for diagnosing and resolving technical issues, managing support tickets and providing professional assistance via telephone, email and remote support tools.

The position involves regular inbound and outbound customer calls, so strong communication skills and confidence speaking with customers are essential.

You will also be working with technology used in critical communication environments, where the ability to remain calm and resolve issues efficiently is particularly important., * Provide first-line technical support to customers via telephone, email and helpdesk systems.

• Diagnose and resolve hardware, software, networking and connectivity issues.
• Log, prioritise and manage technical support tickets, ensuring timely resolution.
• Troubleshoot Windows-based systems, network configurations and specialist software.
• Assist customers with remote setup, configuration and system functionality.
• Escalate complex technical issues to senior engineers when required.
• Maintain accurate records of technical issues, resolutions and customer communications.
• Support remote system testing, installations and post-installation configurations.
• Work towards agreed service level agreements (SLAs) and customer service standards.
• Contribute to technical documentation and continuous service improvements.

This is an excellent opportunity for someone with a passion for IT, strong troubleshooting skills and a customer-focused approach to develop their technical knowledge within a specialist and supportive environment., * Minimum 1 year’s experience within IT support, technical support or a similar role.

• Good working knowledge of Windows operating systems and general IT troubleshooting.
• Understanding of networking fundamentals, including IP addressing, DNS and connectivity.
• Excellent communication skills and a confident, professional telephone manner.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple support requests and prioritise workloads effectively.
• Comfortable working independently and researching solutions to technical problems.
• Ability to remain calm and professional when dealing with urgent technical issues.
• A proactive attitude and genuine interest in developing technical skills.

Desirable Experience

• Experience using helpdesk or ticketing systems such as Zoho Desk.
• Knowledge of Linux operating systems and basic command-line troubleshooting.
• Exposure to audio-visual systems, CCTV, access control or networked hardware.
• Experience providing remote technical support to customers or businesses., * Technical support: 3 years (preferred)

• Competitive salary of £25,000 to £27,000 per annum.
• Full-time, permanent employment.
• Company pension scheme.
• Free on-site parking.
• Casual dress environment.
• Company events.
• Structured training and professional development.
• Exposure to specialist software, Linux systems and advanced communication technology.
• Genuine opportunities for career progression within IT and technical support.

Interested? Apply Today!

If you have experience in IT support, enjoy solving technical problems and are looking for an opportunity to develop your career within a growing technology business, we would love to hear from you.

Apply today through GoFind Recruitment, and a member of our team will be in touch to discuss the opportunity further.

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• On-site parking