1st Line IT Engineer

Commercial; Cheltenham; Hybrid; GBP 27,000; Full time

Job summary

Ein spannendes Unternehmen sucht einen 1st Line Engineer für den Network Operations Centre. In dieser Rolle sind Sie der erste Ansprechpartner für Kunden und bieten Unterstützung bei technischen Anfragen. Sie werden Tickets verwalten, Kundenbeziehungen aufbauen und sicherstellen, dass alle Anfragen gemäß den Service Level Agreements bearbeitet werden. Mit einem Fokus auf hervorragenden Kundenservice und einer Vielzahl von Technologien bietet diese Position die Möglichkeit, in einem dynamischen Umfeld zu wachsen. Das Unternehmen bietet ein modernes Büro, flexible Arbeitszeiten und ein umfassendes Leistungsangebot, das Ihre persönliche und berufliche Entwicklung unterstützt.

Benefits

Jährlicher Bonus von £3,000

25 Tage Urlaub plus Feiertage

Lebensversicherung

Zugang zu Gesundheits- und Wellnessunterstützung

Flexible Arbeitsoptionen

Kostenlose Erfrischungen

Volunteering-Tage

Onsite-Parkplatz

Mitarbeitergemeinschaftsplattform

Wöchentliche Lern-Tage

Qualifications

• Erfahrung in der Unterstützung von Desktop-/Serverinfrastrukturen.
• Ausgezeichnete Kundenservice- und Kommunikationsfähigkeiten.

Responsibilities

• Bereitstellung von 1st/2nd Line-Support für Kunden.
• Überwachung und Aktualisierung von Support-Tickets.

Skills

Kundenservice

Fehleranalyse

Kommunikationsfähigkeiten

Priorisierungsfähigkeiten

Education

Erfahrung im Helpdesk-Umfeld

ITIL-Kenntnisse

Tools

Windows Server 2012

Windows 10 & 11

Active Directory

VMware ESXi

Sophos Antivirus

Job description

A fantastic opportunity has become available for a 1st Line Engineer to join the team within our Network Operations Centre. As a 1st Line Engineer you will be the first point of contact for customers raising support tickets, mainly via telephone or email. You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreements. You will also provide support and administration for a variety of technologies.

Your responsibilities as a 1st Line Engineer will be:

• Provide 1st / 2nd Line support to clients via phone, email and remote sessions as part of a shift rotation
• Maintain 1st line support tickets correctly and keep the customer updated with progress every day
• Monitor 1st line support ticket queue ensuring incidents are actioned before SLA
• Develop existing customer relationships and build a rapport with new clients
• Flag high priority / urgent issues to the 1st Line Team Leader
• Perform proactive maintenance using our in-house monitoring system
• Document procedures/processes and contribute to the knowledgebase
• Follow IT procedures e.g. ITIL and strictly complying with our policies
• Consult with 2nd line team as required to resolve incidents and develop individual skillset

About you

• Proven experience of supporting existing desktop / server infrastructures and must have experience of working in a busy helpdesk environment.
• Exceptional customer service and communication skills (both written and verbal)
• Fault analysis, management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers as well as meeting the contracted SLA.

Relevant experience with the technologies listed below is desirable but not essential as full training will be given:

• Windows Server 2012, 2016 & 2022
• Windows 10 & 11 Operations Systems
• Desktops, Laptops & Mobile Devices
  
• Exchange and/or Microsoft Office 365, Intune
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
  
• Hypervisor technologies (VMware ESXi / Microsoft Hyper-V)
• TCP/IP, Routing, VPN and Firewall configuration (Sophos & Fortigate)
• Backup Technologies (Veeam Backup and Replication, Barracuda)
• Antivirus Software (Sophos)
  
  
• Email filtering solutions
• Corporate wireless systems (Aruba)
• Citrix XenApp and XenDesktop
• SAN storage technologies
  

About us

We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

We’re proud to be #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you’ll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Our Benefits

We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day. When you join us, you’ll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life. Here’s what you can look forward to:

• A base salary of up to £27,000 per annum
• An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
• Hybrid working structure with the flexibility to work from home for part of the week
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced family leave package to support you and your growing family
• Life Insurance, offering peace of mind with cover equivalent to four times your salary
• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
• Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!

Training and Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we’ll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion

At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life.

We’re proud to stand beside one another through life’s ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique.

We hire people, not checklists. So even if you don’t tick every box in the job description, we’d still love to hear from you. Your potential, passion and perspective might be exactly what we’re looking for!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background.

To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial.co.uk/careers.