1st Line Support Engineer - MSP

Hamilton Barnes; Hemel Hempstead; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading company as a 1st Line Support Analyst in Hemel Hempstead where you'll enhance your technical support and customer service skills. In this dynamic role, you'll handle customer inquiries, assist with troubleshooting IT issues, and ensure a high-quality support service. Contribute to a team dedicated to achieving high first-time fix rates while enjoying opportunities for professional growth and development.

Qualifications

• Ability to diagnose and troubleshoot IT-related issues.
• Strong customer service skills and ability to communicate effectively.
• Good organisational and time management skills.

Responsibilities

• Answer calls promptly and triage customer inquiries.
• Diagnose and resolve incidents liaising with the tech team.
• Classify and prioritise requests efficiently.

Skills

Troubleshooting

Customer service

Communication

Organisational skills

Attention to detail

Job description

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Client:

Location:

Hemel Hempstead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

ab94fd405068

Job Views:

8

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Role

Ready to Elevate Technical Support?

Join as a 1st Line Support Analyst and become the driving force behind delivering top-notch technical support to valued clients. This role is your opportunity to shine in a dynamic environment where your troubleshooting prowess and customer service skills will make a real impact.

Why Choose Us?

• Answer calls promptly, providing timely triage to customer inquiries and service requests.
• Skillfully classify and prioritise requests, ensuring swift escalation for complex issues.
• Diagnose and resolve incidents, working closely with your tech-savvy team to provide effective solutions.

Why Choose this Company?

• Join a team that values your technical and customer service skills.
• Enhance your troubleshooting abilities and contribute to high first-time fix rates.
• Be part of an organisation that values your growth and contribution.

If you’re interested in this position, apply here!

• Provide initial triage of tickets raised by customers
• Answer calls in a timely manor from customers calling into the service desk
• Assign tickets to other technology queues for 2nd and 3rd line engineers
• Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered
• Assist server and network engineers with more complex tasks
• Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily
• Provide end to end ticket management to ensure customers are kept updated on the progress of their requests
• Follow documented customer specific procedures
• Classification and prioritisation of requests in-line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently
• Strong attention to detail – the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change
• Maintain understanding of applicable technologies to contribute to a higher level of first time fix rates
• Work in a shift pattern with start times of either 07:00, 09:00 or 09:30 depending on business needs
• The ability to diagnose and troubleshoot IT-related issues
• Diligent documentation and ticket management
• Authority and confidence to deliver support to customers within specific technology disciplines
• Customer service skills and the ability to communicate with people of various technical levels
• An ability to work and learn in a fast-paced environment
• Good organisational and time management skills
• Willingness to learn and adapt to business requirements