1st Line Helpdesk Engineer

Job Description

We are seeking a motivated and enthusiastic individual for a 1st Line Helpdesk Support position in our dynamic Managed Service Provider (MSP). This role is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills. With a focus on providing firstlevel support this position is an invaluable opportunity to learn grow and develop in the fastevolving world of technology. If you have a passion for IT a customerfirst mindset and a desire to develop your technical knowledge we would love to hear from you.

Core Functions and Responsibilities

Provide initial support for common software and hardware issues including basic troubleshooting.

Handle incoming client calls and emails ensuring a friendly and professional customer experience.

Accurately log and manage support tickets in the system.

Escalate complex technical issues to 2nd Line Support teams as needed.

Collaborate with team members to ensure effective resolution of client queries.

Contribute to the knowledge base by documenting common problems and solutions.

Client Interaction and Communication

Deliver clear and userfriendly assistance to clients many of whom may possess limited technical knowledge.

Demonstrate patience understanding and a positive attitude in all client interactions.

Effectively communicate technical information in a nontechnical manner.

Documentation and Knowledge Management

Maintain accurate records of client interactions and resolutions in the support ticket system.

Ensure clear documentation of processes and solutions for future reference.

Professional Development

Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.

Participate in training sessions and workshops to stay updated with the latest technologies and best practices.

Experience and Skill Requirements

Although no formal IT work experience is required you will need a demonstrable interest in IT such as a personal home lab

This role would be suitable for recent IT graduates selftaught Tech enthusiasts.or a relatable technical role

Basic understanding of common operating systems networking concepts and office software.

Excellent communication and problemsolving skills.

Eagerness to learn and adapt in a fastpaced environment.

Note: if you do not have any technical experience then please see our apprenticeship roles.

Company Culture and Benefits

Work in a supportive and learningfocused environment ideal for personal and professional growth.

Benefit from a range of perks including health schemes flexible working options and a friendly office atmosphere.

Participate in regular team events and activities fostering

a collaborative and enjoyable work culture.

Benefits

25 Days holiday bank holidays.

Access to comprehensive training programs with a focus on continuous learning and development.

One day of homeworking per week to support worklife balance.

Private cashback health scheme after probation.

Use of pool vehicle for workrelated tasks.

Comfortable working environment with ergonomic chairs and electric standing desks.

Beantocup coffee machine and complimentary soft drinks.

Free ample onsite car parking.

Proximity to public transport: 10 minutes walk to train and bus stops.

Subsidised EV charging points.

Enjoyable summer and winter company parties.

Regular scheduled onetoones and annual performance reviews.

Mileage allowance for travelrelated tasks.

Job Requirements

This role is an outstanding opportunity for someone with a genuine passion for technology looking to start or grow their career in IT support. Whether youve built your own home lab experimented with different software or are simply enthusiastic about technology your handson experience could be the perfect foundation for this role. Join us and be part of a company where your enthusiasm skills and customercentric approach will be valued and nurtured.

If youre ready to take the first step in your IT career with a company that values growth learning and a positive team environment apply now to join our team as a 1st Line Helpdesk Support engineer!

Note to recruiters: we will not respond to recruitment agencies enquiring or trying to fill this post.