1st Line IT Support Engineer


Permanent / £25,000

Our client (A global IT MSP powerhouse) are on the lookout for a strong 1st Line Support Engineer, the role is to provide 1st line desktop support. Provide basic desktop and server admin support. Liaise with vendors and other IT personnel for problem resolution. Providing telephone support to our customers by answering calls and raising tickets on our system. Occasional field service. Ticket escalations to senior engineering team.


1. Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone.

2. Act as an overflow for the sales and administrator phone to ensure this is answered as quickly as possible but always prioritising the support desk duties.

3. triaged any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly.

4. Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 2nd line using our escalation process if unable to resolve within an acceptable amount of time.

5. Help the NOC manager manage the queues and bring any issues to his/her attention.

6. Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets.

7. Ensure all your time sheets and ticket updates are as accurate as possible.

8. Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update.

Experience and attributes required:

1. Highly motivated and focused team player

2. Demonstrate an understanding of technical ability proficient with 1st and 2nd line.
At least 12-18 months commercial IT Support experience in
a. MS Server and Desktops – MCITP.
b. Support of email systems for client (Exchange, Outlook)
c. Networking Admin skills
d. MS Office

3. Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10

4. Experience with supporting users on remote desktop services

5. Experience of providing remote user support on the telephone and on external client sites

6. Experience with administrative tasks associated with Active Directory services.

7. Experience of troubleshooting Office Suite 2013 to 2019

8. Experience with Office 365 and Exchange online

9. Experience in dealing with VIP users.

10. Experience with virtualization for example – Vmware

11. Experience with monitoring systems

12. Good understanding of networking – OSI network layers, TCP/IP, DHCP

13. Understanding of data protection and data security

14. Demonstrate strong organisational skills.

15. Understand what is required to communicate effectively between various business levels both internally and externally (clients, suppliers and vendors)

Although not essential, it would be advantageous to have experience with the following:
• Connectwise
• Solarwinds N-Able
• Mimecast
• Sophos

Work Times: The role is 9-5 in the initial probation period, then shifts will be as follows…

• 08:00 – 16:30
• 09:00 – 17:30
• 10:00 – 18:30

Apply now!!!!

Tom Jarvis

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Tom Jarvis

Delivery Director

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