First Line Support/Helpdesk Engineer - Hybrid

UptimeIT; England; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

A leading company in IT support seeks a First Line Support Engineer in a hybrid role. You will be key in assisting end customers, resolving technical issues, and contributing to team success. The position requires strong communication and analytical skills, with opportunities for career progression through training.

Benefits

Training and development opportunities

Qualifications

• Experience in IT Helpdesk or MSP environment preferred.
• Strong communication skills in a supportive role.
• Ability to troubleshoot various technical issues.

Responsibilities

• Deliver 1st line IT support services to customers.
• Troubleshoot technical issues including Windows, Office 365, and network problems.
• Escalate issues requiring senior support.

Skills

Analytical skills

Problem-solving

Communication

Customer support

Tools

Windows 10

Office 365

Windows Server 2016

Windows Server 2019

Printers and Scanners

Job description

About the Job:

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.