1st Line Engineer

context recruitment; London; Hybrid; GBP 32,000; Full time

Job summary

A leading IT Managed Service Provider in London is looking for a motivated 1st Line Engineer to deliver exemplary support within a diverse team. This role presents opportunities for growth into 2nd and 3rd line responsibilities while emphasizing customer service excellence. The company offers a collaborative environment and supports further training. They provide a competitive salary, depending on experience, with additional benefits.

Benefits

Funding for further training/certifications

Occasional on-call element (paid extra)

Qualifications

• Experience in 1st Line support within IT Services.
• Excellent customer service and technical communication skills.
• Basic hardware knowledge and understanding of networking principles.

Responsibilities

• Provide remote 1st and 2nd line support by troubleshooting and resolving incidents.
• Log service desk tickets on ConnectWise and attend client sites as needed.
• Maintain technical documentation and assist with deployments.

Skills

Customer Service Skills

Troubleshooting

Analytical Skills

Problem Solving

Tools

ConnectWise

Windows 10

Microsoft Office

Microsoft 365

Job description

1st Line Engineer - IT Managed Services - London (flexible working - mainly WFH)

Up to £32,000 PA

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), ConnectWise

- Attend client sites when required

- 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, 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.

- Posses an understanding of RMM, backup and networking principles

- Basic hardware knowledge

In return, they are offering up to £32,000 PA (depending on experience) plus numerous other benefits, including funding further training/certifications.

Standard office hours with an occasional on-call element (paid extra).