IT Support Engineer / First / Second Line Service Desk Technician

AWD online; Greater London; Hybrid; GBP 28,000 - 45,000; Full time

Job summary

A well-established London-based MSP is seeking a Second Line IT Support Engineer and a First Line Support Engineer to join their team. The role involves troubleshooting, supporting junior team members, and providing IT support at client sites. Key qualifications include experience in a Help Desk environment, strong communication skills, and familiarity with Microsoft operating systems. Competitive salaries for both positions range from £28,000 to £45,000 depending on experience, along with opportunities for career progression.

Qualifications

• Experience in remote IT Help Desk and Deskside Support.
• Solid experience with troubleshooting desktop/server issues.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve tickets and support junior team members.
• Perform basic IT support at client sites.
• Manage own tickets and aim for First Fix First Time.

Skills

Troubleshooting skills

Customer service skills

Communication skills

Understanding of Windows OS

Passion for technology

Education

MCSE or equivalent qualification

Tools

Microsoft Exchange

Microsoft SQL Server

Symantec Anti-virus

Veeam Backup

Job description

Job Description

Are you a Second Line IT Support Engineer / Technical Service Desk Technician or a First Line Support Engineer looking to join a company that can offer career progression and exposure to a wide range of technologies?

If you are, we would like to hear from you as we have two positions available . One of the vacancies is for a solid 2nd Line Support Engineer and the other is for a 1st Line Support Engineer.

SECOND LINE ROLE

As the Second Line IT Support Engineer / Technical Service Desk Technician you will be predominantly office based, with occasional onsite visits to clients in Central London when required. Your key responsibilities will be resolving tickets and supporting the more junior team members. You will need excellent troubleshooting, customer service and communication skills with a solid 2nd Line technical support background covering hardware / software, networking, routers, firewalls, Hubs, LAN / WAN, Switches, PC installs etc. There will also be opportunities to progress into a third line role once you’re proven in your current position where you will take the lead on project based work.

FIRST LINE ROLE

As the First Line Support Engineer you will carry out basic IT support on a selection of client sites based in Central London. Most of the time you will visit the same client each week for a day or two at a time to carry out a range of IT support tasks, which will allow you to get familiar with the IT infrastructure on each site. But don’t worry. You will have the support of your colleagues on the Help Desk when needed for that extra technical support when required. In addition, to BAU tasks you will also work in a team out on client sites for any project based work. Although, this is a 1st line role, you will need some basic IT skills with the willingness to learn. Initially you will visit client sites with a more senior member of the team to introduce you to the client and run through your expected duties each week. No need to wear a suit. But you will need to wear smart casual clothes as the client base is predominantly Hotels in Central London.

When not on site you will be expected to work from the office in Covent Garden and support the Help Desk with incoming tickets. There will also be opportunities to progress into a second line role once you’re proven in your current position.

ABOUT THE COMPANY

The company is a well-established, London based boutique MSP that manages the IT Infrastructure for a range of Hotels and commercial organisations predominantly based in Central London.

The team, albeit small have exposure to a wide range of technologies covering Microsoft Operating Systems, MS Exchange, MS SQL Server, Routers, Firewalls, WAN / LAN and a wide range of software.

As a successful candidate you will be a pro-active team member, helping out your colleagues when needed whilst managing your own tickets and providing ideally a First Fix First Time / First Call Resolution / FCR wherever possible.

SALARY (First Line Support Position) : £28,000 - £35,000 per annum (depending on experience) + Benefits

SALARY (Second Line Support Position) : £35,000 - £45,000 per annum (depending on experience) + Benefits

LOCATION: Covent Garden, London (WC2E) (This is an Office based role with site visits in and around London)

JOB TYPE: Full-Time, Permanent

CANDIDATE REQUIREMENTS

Second Line IT Support Engineer / Technical Service Desk Technician Requirements

• Must have previous commercial experience within a remote IT Help Desk and Deskside Support environment
• Solid experience solving / troubleshooting desktop and server problems
• MCSE or equivalent qualification
• Excellent customer facing and customer service skills
• Excellent written and verbal communication skills
• Pleasant and helpful telephone manner
• Consultative background, in particular working within a managed service environment would be highly desirable

First Line Support Engineer Requirements

• Genuine passion for technology and a real flair for customer interaction
• Proven experience in a 1st line technical support role, with some exposure to 2nd line duties
• Solid understanding of Windows operating systems, desktop and laptop hardware, and common software applications
• Experience with software deployment tools and methodologies (desirable)
• Excellent troubleshooting skills, with a logical and methodical approach to problem-solving
• Exceptional communication and interpersonal skills – you'll be comfortable explaining technical concepts to non-technical users
• A professional and presentable demeanour, as you'll be representing the company on client premises
• A strong work ethic and the ability to manage your own workload effectively

TECHNICAL ENVIRONMENT

A wide range of skills make up the Company’s offering, with the main ones are listed below :

• Microsoft operating systems (desktop and server)
• Microsoft Exchange
• Microsoft SQL Server
• Symantec Backup Exec
• Symantec Anti-virus
• Veeam Backup
• ADSL, routers
• Dell SonicWALL Firewall / VPN / UTM / SSL-VPN
• Wireless networking
• Desktop applications