1st Line Engineer

Context Recruitment; City Of London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

An established IT Managed Service Provider in London is looking for a motivated 1st Line Engineer to join their team. The role involves providing 1st line support and the opportunity to gain exposure to 2nd Line responsibilities. The ideal candidate will possess strong customer service and troubleshooting skills, with experience in supporting technologies such as Windows 10 and Microsoft 365. A competitive salary of up to £30,000 is offered, along with benefits including training opportunities and 1 day of remote work per week.

Benefits

Funding for further training/certifications

1 day per week WFH

Qualifications

• Experience in a 1st Line role ideally within IT Services.
• Possess excellent customer service skills.
• Strong troubleshooting, analytical, and problem-solving abilities.

Responsibilities

• Provide 1st (and some 2nd) line support for troubleshooting incidents.
• Answer service desk calls and log tickets.
• Maintain accurate technical documentation.

Skills

Customer service skills

Troubleshooting skills

Analytical skills

Problem-solving skills

Tools

Windows 10 and 11

Microsoft Office

Microsoft 365 products

Mobile devices

Job description

1st Line Engineer - IT Managed Services - London

A well established and leading IT Managed Service Provider is seeking a motivated and technically driven 1st Line Engineer to join them on a permanent basis. Established over 20 years ago, our client has become a leader in their field and has developed an excellent reputation within industry for providing a vast range of IT services with their clients being at the centre of everything they do. They work with a wide range of clients, of varying sizes and demands, across London and the Home Counties.

You’ll be working within a dynamic and well-established team providing 1st line support across an array of different clients, internal systems and management. This role will allow you to quickly establish yourself within the team and will give you the opportunity to gain exposure to 2nd Line responsibilities and eventually 3rd line/project work. Our client has created a hard-working yet fun and collaborative environment, they pride themselves on not just providing first class technical solutions but doing this with an exemplary level of customer service.

Responsibilities

• Provide 1st (and some 2nd) line support by remotely troubleshooting, resolving and escalating incidents
• Answer service desk calls and log tickets on their PSA (Professional Services Automation software)
• Provide regular and clear communication with customers regarding ticket status and expected resolution times.
• Produce and maintain accurate technical documentation
• Assist with the deployment of client and internal projects when required

Requirements

• Previous experience working within a 1st Line role, ideally within an IT Services environment
• Posses excellent customer service skills, with the ability to break down technical terms
• Excellent troubleshooting, analytical and problem solving skills
• Exposure/troubleshooting experience with some of the following technologies: Windows 10 and 11, Microsoft Office and Microsoft 365 products (including Exchange Online, SharePoint, Teams and OneDrive), mobile devices.
• Basic hardware knowledge

In return, they are offering up to 30,000 PA (depending on experience) plus numerous other benefits, including funding further training/certifications.

Standard office hours (Office location - Central London)

1 day per week WFH.