1st Line Support / Helpdesk Engineer - Hybrid

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

Job summary

A leading IT support company in the United Kingdom is seeking a First Line Support Engineer to provide customer support and troubleshoot technical issues. This hybrid role requires strong communication and analytical skills, with opportunities for career growth and development. Experience in IT Helpdesk or MSP environments is a plus.

Qualifications

• Experience in 1st line IT support, ideally in an MSP environment or IT Helpdesk.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.

Responsibilities

• Deliver 1st line support services to customers.
• Troubleshoot technical issues for clients.
• Escalate higher-level issues to senior engineers.

Skills

Troubleshooting

Communication Skills

IT Helpdesk/Remote Support

Analytical Skills

Tools

Windows 10

Office 365

Microsoft Office

Windows Server 2016

Windows Server 2019

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.