1st Line Support Engineer

1st Line Support Engineer

South Gloucestershire

Hybrid (3 days a week onsite)

£25,000 - £29,000

As a 1st Line Support Engineer, you will play a crucial role in providing technical assistance to clients, being the first point of contact and ensuring the smooth operation of IT systems. The position is primarily focused on desktop support and Microsoft application administration. This is an excellent opportunity for individuals with a passion for IT, offering the chance to work with a reputable Microsoft Solutions Partner that values professional development and invests in employee growth.

1st Line Support Engineer Key Responsibilities:

• Provide first-tier technical support via phone, email, remote tools and deskside.
• Provide first class customer service experience to client's users and internal users.
• Troubleshoot and resolve hardware, software, and network issues to provide timely resolutions.
• Escalate complex issues to 2/3 tier support or to the relevant vendor/supplier.
• Maintain accurate records of all customer interactions in the ticketing system.
• Ensure high levels of customer satisfaction through timely and effective problem resolution.
• Providing on site support where required.
• Liaising with suppliers to raise cases and scheduling engineer visits.

1st Line Support Engineer Essential Skills/Qualities:

• Previous experience in a similar 1st line support role
• Excellent communication both written and verbal
• Ability to work in a fast-paced, high-pressure environment.
• Strong time management skills.
• Knowledge of Windows operating systems.
• A self-starter, able to demonstrate high levels of initiative and motivation, but also work closely with other team members.

Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you.