1st Line IT Support Engineer

Redhill, Surrey
£28,000 per annum
Hybrid Working
Excellent Career Development Opportunities

Are you looking to build your career within IT support and gain hands-on experience across a broad range of technologies?

An established and growing IT services provider is looking for a motivated 1st Line IT Support Engineer to join their friendly and collaborative support team. This is an excellent opportunity for someone with strong customer service skills and a passion for technology who is looking to develop their technical knowledge within a supportive environment.

The Role

As a 1st Line IT Support Engineer, you'll be the first point of contact for clients requiring technical assistance, providing remote support and ensuring issues are resolved efficiently while delivering an exceptional customer experience.

Working as part of a busy Service Desk, you'll gain exposure to a wide variety of technologies and have the opportunity to progress your technical skills through training and mentorship from experienced engineers.

Key Responsibilities

Act as the first point of contact for IT support requests via phone, email and ticketing systems
Log, prioritise and manage support tickets in line with service level agreements
Troubleshoot and resolve 1st Line technical issues
Escalate more complex issues to senior engineers where required
Provide excellent customer service and regular updates to end users
Support Microsoft 365 environments and user accounts
Assist with hardware, software and device setup
Maintain accurate documentation and ticket notes
Contribute to knowledge base articles and technical documentation
Work collaboratively with colleagues to ensure high levels of client satisfaction

Skills & Experience Required

Previous experience in a 1st Line IT Support, IT Helpdesk or Service Desk role
Strong customer service and communication skills
Knowledge of Microsoft Windows operating systems
Basic understanding of Microsoft 365, Active Directory and Exchange Online
Experience troubleshooting desktop, laptop and peripheral issues
Understanding of networking fundamentals such as TCP/IP, DNS and DHCP
Strong problem-solving skills and attention to detail
Ability to manage multiple tasks in a fast-paced environment
Enthusiastic attitude with a willingness to learn and develop

Desirable Skills

Exposure to Microsoft Azure
Experience working within an MSP environment
Relevant IT certifications such as CompTIA, Microsoft Fundamentals or equivalent
Knowledge of remote support tools and ticketing systems

What's On Offer?

£28,000 basic salary
Hybrid working model
Ongoing training and certification support
Clear progression pathway into 2nd Line and Infrastructure roles
Exposure to modern cloud and Microsoft technologies
Supportive team environment
Long-term career development opportunities

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN