1st Line IT Support Engineer — Growth & Training

Hamilton Barnes Associates Limited; England; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Training + On-Call / Overtime

Job summary

Hamilton Barnes Associates Limited is seeking 1st Line Support Engineers in the United Kingdom to gain hands-on experience across a broad range of technologies within a dynamic MSP environment.

You will provide initial triage, handle customer calls, and escalate where needed while developing a strong foundation for long-term career progression through training and development opportunities.

Qualifications

• Diagnose and troubleshoot IT related issues.
• Diligent documentation and ticket management.
• Authority and confidence to deliver support to customers across technical disciplines.

Responsibilities

• Provide initial triage of tickets raised by customers.
• Answer calls in a timely manner from customers calling into the service desk.
• Assign tickets to other technology queues for 2nd and 3rd line engineers.
• Troubleshoot and resolve incidents and service requests to ensure high-quality service.
• Assist server and network engineers with more complex tasks.
• Own requests and provide escalation to management, customer and 3rd party resolver groups to meet SLAs.
• Provide end-to-end ticket management to keep customers updated on progress.
• Follow documented customer-specific procedures.
• Classify and prioritise requests per Incident and Service Request processes.
• Maintain thoroughness and accuracy in troubleshooting or implementing changes.
• Keep up to date with applicable technologies to improve first-time fix rates.
• Work in a shift pattern with start times of 07:00, 09:00 or 09:30.

Skills

IT Troubleshooting

Ticket management

Customer service

Time management

Fast learner

Job description

Hamilton Barnes Associates Limited is seeking 1st Line Support Engineers in the United Kingdom to gain hands-on experience across a broad range of technologies within a dynamic MSP environment.

You will provide initial triage, handle customer calls, and escalate where needed while developing a strong foundation for long-term career progression through training and development opportunities.