First Line Support/Helpdesk Engineer - Hybrid

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

Job summary

A leading company in IT services seeks a First Line Support Engineer to provide exceptional technical support and troubleshoot issues for its MSP partners. This hybrid role combines in-office and remote work, focusing on delivering top-notch customer service while enhancing your technical skills through training and development opportunities.

Qualifications

• Experience in IT Helpdesk or remote support preferred.
• Strong communication skills essential.

Responsibilities

• Delivering 1st line IT support services to customers.
• Troubleshooting technical issues, including Windows 10 and Office 365.
• Escalating complex issues to senior engineers.

Skills

Analytical skills

Communication

Troubleshooting

Customer service

Tools

Windows 10

Office 365

Windows Server 2016

Windows Server 2019

Job description

About The Job

First Line Support Engineer - Hybrid (2 days in the office per week after 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 is a bonus; if not, an IT Helpdesk or remote support background is highly desirable. Strong communication skills are essential.

What will I do 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:
• Windows 10
• Office 365
• Microsoft Office
• Printers and Scanners
• Various customer applications
• Knowledge of Windows Server 2016 and 2019
• Network troubleshooting
• Identifying and escalating higher-level issues to a senior engineer
• Providing friendly and positive support, demonstrating strong communication skills both verbally and in writing

Uptime is passionate about growth; training and development opportunities will be provided to help you progress your career.