1st Line Support Engineer - Systems Integrator

Hamilton Barnes Associates Limited; England; On-site; GBP 30,000; Full time

Job summary

A leading UK IT services provider is seeking a 1st line technical support specialist to join their team. Responsibilities include delivering exceptional technical support, troubleshooting IT issues, and ensuring client satisfaction. Ideal candidates will have a customer service background, strong IT knowledge, and excellent communication skills. The role offers a competitive salary of £30,000 per annum along with benefits such as paid certifications and healthcare.

Benefits

Certifications paid for

Dental

Health

Qualifications

• Previous experience in a Customer Service, Helpdesk, or IT Service Desk role.
• Solid understanding of IT systems and troubleshooting methods.
• Understanding of ITIL best practices.

Responsibilities

• Deliver 1st line technical support, logging and categorising service tickets.
• Troubleshoot and resolve issues within scope, escalating complex problems as needed.
• Maintain regular client communication and manage incidents through to resolution.

Skills

Customer Service

IT Troubleshooting

Communication Skills

Organisational Skills

Tools

Microsoft Office

ITSM Platforms

Cisco Routers

Draytek Routers

Job description

Are you looking for an exciting new opportunity? Join a leading UK channel-only IT services provider, backed by Ingram Micro and headquartered in Northwich, Cheshire. Established in 2002, this organisation delivers comprehensive support ranging from design and installation to ongoing and managed services, exclusively through partner resellers, ensuring it never competes directly with end clients.

With nearly 200 professionals supporting over 850 partners and maintaining more than 30,000 active support contracts, they offer vendor-agnostic maintenance, cloud platforms, and lifecycle management backed by world-class infrastructure. Renowned for their high-calibre team and dedication to going the extra mile, the company earned accolades such as the 2023 CRN Services Provider of the Year and holds prestigious accreditations from Cisco, Microsoft, VMware, ISO, and CREST.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Key Responsibilities:

• Deliver 1st line technical support, logging and categorising service tickets.
• Troubleshoot and resolve issues within scope, escalating complex problems as needed.
• Maintain regular client communication and manage incidents through to resolution.
• Ensure resolution of incidents within SLA targets and contribute to high customer satisfaction (CSAT).
• Monitor systems proactively and report faults using tools such as LogicMonitor.
• Liaise with external vendors (e.g., Openreach) for co-op calls and escalations.
• Support network products such as DSL, FTTC, EFM, EAD, and MPLS connections.
• Ensure compliance with ISO9001, GDPR, and internal business and information security frameworks.

Required Skills/Qualifications:

• Previous experience in a Customer Service, Helpdesk, or IT Service Desk role.
• Solid understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and ITSM platforms.
• Experience with Cisco and Draytek routers; ability to diagnose faults across WAN services.
• Understanding of ITIL best practices.
• Strong communication and organisational skills, with the ability to work under pressure.

Benefits:

• Certs paid for
• Dental
• Health

Salary:

• £30,000 per annum