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1st Line Technical Support Analyst (Technical Support Engineer)

iglu.

Gillingham

On-site

GBP 30,000 - 35,000

Full time

2 days ago

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Job summary

A leading technology services provider is seeking a 1st Line Technical Support Analyst to join their Kent office. The role requires delivering excellent customer service while managing service desk incidents. Ideal candidates will have proven experience and a strong technical background, along with excellent communication skills, to ensure high operational standards and customer satisfaction.

Benefits

Flexible Working Days

22 Days Holiday

Professional Qualification Incentives

Social Events

Qualifications

At least 2 years’ experience in a 1st line role.
Proficient in Microsoft Windows Servers, Exchange, and Office 365.

Responsibilities

Deliver outstanding customer service on the Iglu Service Desk.
Manage service desk incidents and provide clear updates.

Skills

Communication

Problem-solving

Attention to detail

Teamwork

Education

Microsoft accreditation (ideally)

Tools

Microsoft Windows Servers

Microsoft Exchange

Microsoft Office 365

Active Directory

1st Line Technical Support Analyst (Technical Support Engineer)

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Iglu Tech Groupis a premier provider of IT and Technology Managed Services, supporting a wide range of organisations across the UK, including those in the City of London. We specialise in IT Managed Services, Digital Transformation, cloud applications, and business process automation—delivering tailored, human-centric solutions that align with each client’s unique workflows and processes.

Our success is driven by a commitment to excellence and innovation. We recruit only the most talented and intelligent professionals to help lead a global Digital Transformation revolution.

The Role:

The role involves proactively delivering outstanding customer service during every interaction with the Iglu Service Desk, ensuring consistently high operational standards. It suits someone with a confident, friendly manner, strong problem-solving skills, and the initiative to work both independently and as part of a team—whether in the office or occasionally on-site with clients.

Support must be provided with minimal disruption to the client and always within agreed service levels. You take pride in your easy-going, “get it right the first time” attitude and meticulous attention to detail.

You will be responsible for managing service desk incidents through to resolution, identifying when escalation is necessary—either by you or to you—to ensure the fastest possible outcome for the customer. Throughout the process, you’ll provide regular, clear updates to clients, whether the issue is handled by you or escalated to a senior engineer.

The role requires effective use of service desk systems, with real-time ticket updates to maintain accurate records. You may also be required to attend on-site visits as a company representative to resolve technical issues when remote support is not sufficient.

Key Responsibilities:

• Providing rapidly reactive and positive support resolution as a member of our 1st Line support team in resolving customer technical support requests

• Operating as in integral part of the support team, and available to deliver occasional onsite technical assistance ad-hoc in-person support when required.

• Working collaboratively with the 2nd Line Team to resolve complex technical customer support requests.

• Expert management of a highly dynamic and busy support desk, ensuring calls are closed within SLA.

• Provide consistent and coherent business-like updates and ensure ongoing customer communication is maintained to best manage customer expectations.

• Escalation of calls to 2nd Line Team as necessary.

• To work as part of a close-knit and highly skilled team of Engineers.

• Provide excellent customer service.

• Work with other internal teams (2nd Line, Field etc)

• Perform software builds/re-builds on PCs and laptops as required.

• Fix hardware faults and install upgrades to client hardware.

• Attend customer premises from time to time to perform on-site work, and in support of our Field Engineering team

You:

The ideal candidate will have at least 2 years’ experience in a 1st line role and will come from an outsourced or IT service background (not essential). You will possess high levels of integrity and have clear, concise, and coherent customer service skills. You will be proficient in Microsoft Windows Servers, Microsoft Exchange, and Microsoft Office 365 along with Active Directory, and will ideally hold at least one up to date Microsoft accreditation.

Key Skills:

• Excellent communication skills, both written and verbal.

• Friendly, confident, and professional telephone manner.

• Ability to communicate confidently with senior execs.

• Eager to learn new skills and invest in personal development.

• Good attention to detail with well-developed problem-solving skills.

• Time management skills with the ability to prioritise effectively.

• Self-motivated with the ability to work alone and as part of a team.

• Minimum of one year in technical support.

• Good knowledge and experience with Exchange and Office 365.

• Good hardware build & deployment experience

• Understanding of Apple products/software.

• Strong knowledge of Windows 7, Windows 8, and Windows 10 operating systems.

• Good understanding of Microsoft Office software

• Experience working with servers (Server 2008, 2012, & 2016)

• Basic understanding of networking fundamentals (IP addressing, DHCP, DNS)

• Experience using Datto RMM and Autotask PSA systems.

• InTune and Autopilot experience.

• Understanding of SharePoint.

·Flexible Working Days (post probation and TBA)

·22 Days Holiday (25 after 2 years)

·Professional Qualification Incentives

·Two Social Events per year (minimum)

The Location:

The role is based from our Kent office.

Driving License:

You must hold a valid, clean UK driving license

Our thinking is original. Our solutions and approach are innovative. Our people are the key. If you believe you can add value to our team, tell us why.

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Technology, Information and Internet

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