1st / 2nd Line Support Engineer

1st Choice Computer Appointments
14 Jul 2018
20 Jul 2018
Contract Type
Full Time

1st / 2nd Line Support Engineer


£20k - £26k DOE


This role would suit an experienced 1st Line Support Engineer looking to progress into a 2nd Line role. Full driving license and own car essential (fixed profit mileage paid for on-site client work) as the role is 50/50 office/client sites.

Our client is a growing IT and Telecoms Managed Service Provider to companies across the South East of England.

The Role

Directed by the Operations Director, the position of IT Systems Engineer will involve providing end-user customer service, remote and on-site IT support to clients.


Respond to requests for 2nd line support as directed by the Operations Director

Diagnose and resolve technical hardware and software issues

Research questions using available information resources

Advise user on appropriate action

Follow standard help desk procedures

Log all client interactions on our PSA system

Liaise with 1st line support/3rd party vendors and client account managers

Identify and escalate situations requiring urgent attention

Track and route problems and requests and document resolutions

Prepare activity reports

Inform management of recurring problems

Stay current with system information, changes and updates

Install and manage systems at our customer sites

Key Skills

Excellent written and verbal communication skills centred around customer service

Experience of using IT helpdesk systems

Related experience and training in troubleshooting and providing help desk support

Extensive knowledge of installing, supporting and troubleshooting Microsoft Windows Desktop, Server operating systems and clou

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