1st Line Support Engineer

JR United Kingdom; Winchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated 1st Line Support Engineer to provide exceptional support to customers facing various IT challenges. This role involves troubleshooting issues, managing ticket queues, and ensuring adherence to SLAs. The ideal candidate will possess strong analytical and problem-solving skills, along with a commitment to delivering excellent customer service. If you thrive in a fast-paced environment and enjoy helping others resolve their technical issues, this opportunity is perfect for you. Join a team that values your contributions and offers a dynamic work atmosphere.

Qualifications

• At least 2 years' experience in IT Support (1st/2nd line level).
• Ability to learn quickly and apply knowledge across areas.

Responsibilities

• Provide 1st line support to customers on a range of IT issues.
• Proactively manage and monitor ticket queues.
• Perform on-call support for 24/7 customers.

Skills

Microsoft Operating Systems

Analytical Skills

Problem-Solving Skills

Customer Service Skills

Telephone Manner

Job description

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1st Line Support Engineer - Job Responsibilities

1. Provide 1st line support to customers on a range of IT issues.
2. Adhere to specific SLAs in response to issues.
3. Provide customers with regular updates on open issues and set appropriate expectations.
4. Proactively manage and monitor ticket queues.
5. Troubleshoot product issues or network-related problems.
6. Analyze and recommend solutions to problems.
7. Perform on-call support for 24/7 customers as part of an out-of-hours rota.

Required Experience

• Experience with Microsoft Operating Systems.
• At least 2 years' experience in IT Support (1st/2nd line level).
• Good telephone manner, analytical and problem-solving skills, ability to learn quickly and apply knowledge across areas.
• Excellent customer service skills, pride in resolving issues for clients.

Additional Details

• Interviews scheduled for May 2025.
• To apply, contact Gary Hargreaves at X4 Technology or connect on LinkedIn for updates on available roles.