1st Line Support Engineer

1st Line Support Engineer

1st Line Support Engineer

Closing: 01/10/2019

Position: Permanent

Our Client is a technology solutions provider based in the North West of England. Created in 2012, the business has seen fast growth to become a trusted partner for its brilliant customer base throughout the UK.

With a strong family feel throughout the business, the company pride themselves on being a close-knit team working from an open plan office. They are keen to support and develop all of their team members with on the job training and regular 1:1’s. The company offer some fantastic benefits including 35 days of holiday (including bank holidays) plus your birthday off as well as the option to purchase more days of holiday!

The ideal candidate for this role will have experience in a similar MSP environment with knowledge or experience of ITIL processes.

As the 1st Line support engineer, you will be responsible for providing first class remote and onsite support for customers.

Main Duties

-Respond to email and phone support requests to maintain the operation of the customer’s computer systems to an agreed level

-Provide remote as well as some on site support, ensuring the business is supported to achieve its targets

-Be responsible for both reactive and proactive maintenance activities

-Contribute to IT projects when required

-Follow agreed processes and procedures for the support team

-Assist in the implementation of all IT policies and procedures relating to asset management for hardware, software and equipment

-Maintenance of all IT service documentation

Person Specification

-One year’s equivalent work experience within an MSP environment or relevant degree  

-Understanding and preferable experience of ITIL processes and service delivery software is advantageous

-Must have strong customer service, communication and analytical skills and be able to manage time effectively

-The ability to present ideas in business- friendly and user-friendly language

-Highly motivated with strong attention to detail

-The ability to effectively prioritise and execute tasks in a high-pressured environment

-Full clean driving licence is required for travel to customer sites

Technical Experience

-Good knowledge of IT technologies including;

-Windows Server

-Windows Operating Systems (Windows 7, 10, Internet Explorer)

-Office 365

-Microsoft Application Support (Outlook, Word, Excel)


-Active Directory/ Exchange

-Hardware Support – Desktops, Laptops, Printers, Phones

-Service Management tools for ticket handling

-Networking (switches, routers & firewalls)

-Knowledge of VMWare and Hyper V is advantageous

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