1st Line Technical Support

NCC – Innovating for Industry; Bristol; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent engineering company is seeking a 1st Line Technical Support Engineer in Bristol. This on-site role involves providing technical support for IT systems, troubleshooting software and hardware issues, and ensuring high levels of customer service. Ideal candidates should have prior IT support and customer service experience, along with knowledge of Microsoft's technologies. The company offers a competitive salary and benefits, including a pension and private medical insurance.

Benefits

12.5% employer pension contribution

Private medical insurance

Annual salary reviews

Focus on wellbeing and learning

Honorary staff status at the University of Bristol

Qualifications

• Previous experience of working in an IT support role.
• Previous experience of working in a customer service role.
• Working knowledge of M365 Stack.
• Desirable experience of Intune and Azure.

Responsibilities

• Provide 1st line support and troubleshoot software and hardware.
• Record and document incidents using the IT service desk system.
• Support in-house AV systems and provide hands-on support.
• Install, configure, and deploy new IT equipment.

Skills

IT support experience

Customer service experience

M365 Stack

Windows 10/11

Intune experience

Azure experience

Experience with iPhones and iPads

Effective communication

Team player

Problem solving

Tools

Microsoft Certified (Desktop Support)

ITIL Foundation Certificate

Job description

1st Line Technical Support Engineer

NCC

Bristol location – on site role 5 days per week

Salary & Benefits: £28,321 per annum plus 12.5% employer pension, private medical insurance and wider benefits package

Closing date: 20th November – we reserve the right to withdraw the advert earlier if required.

Introduction

A world-leading engineering company like the NCC needs a world-leading IT team to keep the cogs turning. This is where you come in as part of our 1st line technical support function!

As a 1st Line Support Engineer, you'll join a bustling IT function in a world-class facility providing technical support for our IT System. You’ll be on your toes managing a variety of challenges to support the business, so you’ll need a keen expertise in a range of areas to resolve software and hardware faults, helping users make the most of their devices.

Our 1st line engineers are encouraged to take on 2nd line technical support tasks as much as possible and develop their knowledge and we are big believers in supporting personal development.

Specifically you'll focus on the following activities;

• Provide 1st line Support to staff, 3rd parties, customers and colleagues including troubleshooting different types of software and hardware and resolving hardware and software incidents.
• Recording, updating and documenting all incidents, requests and changes using the NCC’s IT service desk system.
• Supporting the inhouse AV systems and set up, including providing hands on support for events and training sessions. We’ll upskill you in AV systems if not supported them before.
• Escalating incidents to the Second Line IT Support Engineer where appropriate and liaising with third party service providers.
• Provide great communication to staff and colleagues while maintaining a high level of customer service.
• Installing, configuring and deploying new IT equipment (Laptops, Desktops, IPhones and IPads), administering systems such as teams telephony
• Working as part of the IT Support team, supporting other IT departments when appropriate as well as supporting new products, services, strategies and ways of working
• Having a flexible approach to working, providing necessary cover where needed.

So, what do we need to see in your application?

We like to see diverse applications from different backgrounds and industry sectors. We need to see evidence of the following in your CV to consider you;

• Previous experience of working in an IT support role.
• Previous experience of working in a customer service role.
• Working knowledge of M365 Stack, Windows 10/11 (Enterprise desirable), desirable experience of Intune and Azure.
• Experience of supporting iPhones and iPads.
• A good team player who is able to fit in well with the current team.

In terms of personal qualities we look for the ability to communicate effectively with a wide variety of people via telephone, in writing and face to face; good organisation skills, problem solving skills and attention to detail.

If you have any of the following it would be desirable but not essential;

• Microsoft Certified (Desktop Support)
• ITIL Foundation Certificate

What do we offer in return?

Annual salary reviews, company paid private medical insurance, up to 12.5% employer pension contribution, great people, honorary staff status at the University of Bristol. With a genuine focus on wellbeing, EDI and learning and development this is a chance to build your career in a thriving R&D facility with a bright future.

Anything stopping you from applying or unsure of how good a match you are? Let us help, please reach out to [e-mail], or via LinkedIn.