1st Line Support / Helpdesk Engineer - Hybrid

Uptime Solutions; England; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading IT solutions provider is looking for a First Line Support Engineer to join their team in a hybrid capacity. In this role, you'll assist in managing and troubleshooting issues for customers, providing market-leading technical support. Required skills include excellent analytical and communication abilities, along with experience in IT Helpdesk or similar environments. You'll be responsible for troubleshooting various technical issues and escalating them to senior engineers as needed. Opportunities for career growth will be available.

Benefits

Training and development opportunities

Qualifications

• Experience in IT Helpdesk or remote support is a plus.
• Proficient in troubleshooting technical issues.
• Ability to deliver support in a friendly manner.

Responsibilities

• Deliver 1st line IT support services to customers.
• Troubleshoot a range of technical issues experienced by clients.
• Escalate complex issues to a senior engineer.

Skills

Analytical skills

Communication skills

Customer service orientation

Tools

Windows 10

Office 365

Windows Server 2016/2019

Network troubleshooting skills

Job description

First Line Support Engineer - Hybrid (2 p/w days in the office - post training)

What’s this role about?

• As a 1st line engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem-solve within our fast-paced environment, you will work with your team to provide market‑leading technical support.
• MSP experience would be a bonus; if not, an IT Helpdesk / remote support background is a big plus. Strong communication skills are a must.

What will I get up to day to day?

You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer.

Your Everyday Focus Will Include

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
  • Windows 10.
  • Office 365.
  • Microsoft Office.
  • Printers and Scanners.
  • Various customer applications.
• Knowledge of Windows Server 2016, 2019.
• Network troubleshooting.
• Identifying and escalating higher‑level issues to a senior engineer.
• Being a people person, delivering support in a friendly and positive manner.
• Great communication skills, both verbally and in writing will be expected.

Uptime is passionate about growth, training and development opportunities will be made available to progress your career.