IT Support Engineer - 1st Line






Position Type:


Job Overview:

We are working with a leading and dynamic partner of IT Services, solutions and products for the following role;

Job Title: 1st Line Support Engineer

Reports to: Service Desk Manager

Experience: 6+ Months, Full UK Driving Licence

Salary: Competitive salary with scope for development and progression

We welcome applications from recent graduates or those inexperienced in IT Support but have a passion for a new career in this sector

The role includes excellent career development, providing both on the job and classroom based training. As part of a dynamic and highly skilled consulting team you will be working on the forefront of technology enabling businesses to mobilise their workforce.

Our clients are an innovative IT consultancy and service provider that specialises in transforming business requirements into effective technology solutions. They are a privately-owned company with offices in London, Kettering, Manchester and Glasgow providing services to local and global markets.

This role is a key person in delivering skilled first line response to customers via phone, ticket, email and in person, ensuring customer satisfaction is the highest possible. 

· Answer all incoming calls to the Service Desk in a professional, confident and timely manner

· Provide first line support for any information technology issues and problems

· Assist users via phone, face-to-face, email and/or using a ticket management system

· Record all tickets (service requests, incidents, problems, alerts) within a call logging system

· Track issues to resolution

· Update the internal knowledgebase with issue resolution details

· Support computers, laptops, tablets, switches, smart phones and applications

· Monitor and escalate alerts from the monitoring platform

· Maintain user accounts including rights, permissions and system groups

· Escalate problems as required to Tier 2 and Tier 3 support teams

· Perform trend analysis to assist with Problem identification

· Quickly and accurately determine incident scope and impact

· Follow up on tickets at pre-defined intervals until resolved.

· • Act as a liaison between customers and technical escalation teams.

· Liaise with external vendors and third parties to assist with Incident and TPM resolution.

· Assist with the creation of Customer Service Review documentation.

· Perform Ad-hoc administrative tasks as directed by the Service Desk Lead.

· Assist with onsite support as and when required.

· Assist with Out of Hours and weekend work as and when required.

· Take part in a On-Call rota to ensure customers are supported 24x7

Skills & Experience
· Proven track record with customer service skills

· Exceptional communication skills, both verbal and written

· Experience in software, hardware and applications

· Knowledge of Operating Systems

· Proven problem solving skills with the ability to identify root cause

· Knowledge of Office products

· Possess the ability to work under pressure in a fast moving environment

· Good understanding of principles of ITIL Framework

Skills & Experience (Advantageous)
• Citrix CCA

• Microsoft MCP

• Previous work experience

• Knowledge of troubleshooting end users issues

• Knowledge of iOS and Android devices

Product knowledge to include but not mandatory;

Product Expertise


Operating Systems

Microsoft, Mac, Linux.

Windows Servers


iOS and Android


Basic Networking

Switches and deskside patching.

The following certifications are desirable for the role.

· 5+ GCSE results from A-C including Maths and English

· ITIL v3/v4 Foundation or higher certification

Apply for this Position:


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