First Line Support Engineer

SCG South West; Almondsbury; On-site; GBP 21,000 - 28,000; Full time

Job summary

An IT service provider is looking for a First Line Support Engineer in Almondsbury, UK. This role involves handling first-line calls, ensuring ticket quality, and providing desktop support to end users. The ideal candidate will have strong customer service skills and experience with Microsoft Windows 11. Competitive benefits including holiday schemes and an excellent work environment are offered.

Benefits

21 days holiday increasing to 25 days

Extra day off for your birthday

Employee Assistance Programme

Free onsite parking

Enhanced company sick pay

Discounted retail vouchers

Reduced gym membership

Annual salary review

Onsite canteen with free croissants

Qualifications

• Ability to define issues and requests, collect data, establish facts, and draw valid conclusions.

Responsibilities

• Responsible for the day-to-day 1st line calls and ticket triage.
• Ensure SLAs are met and tickets are kept up to date.
• Contribute to request and incident resolution with remote analysis.
• Escalate incidents to the IT Service Desk Supervisor as necessary.
• Track user inventory for desktop hardware and software.
• Organise repair for IT equipment when necessary.

Skills

Customer service and effective communication

Organisational and time management skills

Experience using Microsoft Windows 11 and Microsoft Office products

Job description

First Line Support

Location: Bradley Stoke, Bristol (2 days in the Cardiff office)

Salary: £21,000 - £28,000

Hours: Rotating Shift Pattern - 8:00-16:30 & 9:00-17:00

We are looking for a candidate to join our Group IT Service Desk as a First Line Support Engineer. You will be responsible for the day-to-day 1st line calls and ticket triage to support end users at the desktop level. You will ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback, thus ensuring an excellent service to all staff across the group.

Responsibilities

• Responsible for the day-to-day 1st line calls and ticket triage and first-time fix of incidents and requests.
• Ensuring that SLAs are met, and tickets are kept up to date, being the first point of contact for all users within the business.
• Contribute to request and incident resolution by way of remote analysis and support to end users at the desktop level, with an emphasis on first time fix before escalating to 2nd line.
• Escalate incidents and requests to 2nd line or where appropriate and necessary to the Group IT Service Desk Supervisor and Group IT Service Desk Manager.
• Ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback.
• Track user inventory and status for desktop hardware and software throughout the Group.
• Review monitoring alerts.
• Organise repair, when necessary for IT equipment.
• Ensuring that BAU Services are available day-to-day for the business by supporting and maintaining the user, desktop, peripheral and software environment.

Skills

• Customer service and effective communication.
• Organisational and time management skills.
• Ability to define issues and requests, collect data, establish facts, and draw valid conclusions.
• Experience using Microsoft Windows 11 and Microsoft Office products.

Benefits

• 21 days holiday increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Buy holiday scheme
• Employee Assistance Programme
• Free onsite parking
• Enhanced company sick pay
• Discounted retail vouchers
• Reduced gym membership
• Annual salary review
• SCG mobile benefit
• Employee referral bonus
• Onsite canteen offering free croissants and freshly made soup

SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.