1st Line Tech Support

Dovetail HRS
Cambridgeshire, UK
14 Jun 2019
27 Jun 2019
Contract Type
Full Time
Job Role: 1st Line Technical Support
Location: Lynchwood, Peterborough
Day Rate: £97 per day PAYE or £120 per day LTD
Contract: Until End of July (possibility of extension)

The 1st line technical support engineer is required to work as part of field engineering team working on a dedicated customer contract based in Lynchwood, Peterborough.

The role is based on rota shifts of 08:00 - 16:30 and 09:30 - 18:00 Monday to Friday.

This role will be working within a team of 15-20 shared service engineers and looking after an onsite user base of (Apply online only) people as well as external sites.


Be the 1st line escalation point onsite for customer related incidents and resolve these issues via the phone or email.
Troubleshoot and resolve issues professionally to the agreed SLA's on both hardware and software based systems.
Work effectively as part of a service support team.
Work to service level agreements
Escalate issues to 2/3rd Line Analysts when required. Experience/understanding of the following technologies:

Windows XP to Windows 10 including all versions (desktop support)
Windows 2003, 2008 Server, SBS 2011, 2012
Microsoft Office 2007 to 2016 including all versions including exchange
Security based incidents (ransomware, phishing attempts)
Assisting with application-based issues (100's of different apps used by numerous users)
Managing VPN's
Active Directory, unlocking accounts/ password resets, granting access to applications and file folders with security groups
General hardware / software troubleshooting
Printer setting up and configuration/troubleshooting
Working in a Citrix XenApp environment

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