1st / 2nd Line Support Engineer

Job Description: 1st / 2nd Line Support Engineer

Position: 1st / 2nd Line Support Engineer

Location: Norwich

Employment Type: Full-time

Salary: £22,000 - £28,000 per year (depending on experience and qualifications)

Job Summary:

As a 1st / 2nd Line Support Engineer, you will be responsible for providing comprehensive IT support for clients, mostly in East Anglia. This includes handling a wide range of support tickets through various channels and ensuring efficient and professional resolution. You will actively engage with customers, both remotely and on-site, to address their IT issues and maintain a high level of customer satisfaction. The ideal candidate should possess excellent communication skills, be a strong team player, and have a passion for IT and technology. This role requires a solid understanding of both 1st and 2nd line support responsibilities.

Key Responsibilities:

• Respond to customer IT support tickets promptly and professionally, utilizing various communication channels.
• Provide 1st and 2nd line technical support, troubleshooting hardware, software, and network issues.
• Manage and prioritize assigned tickets, ensuring timely resolution and customer satisfaction.
• Collaborate with team members and escalate issues to higher-level support when necessary.
• Maintain clear and concise communication with customers, providing regular updates on ticket status.
• Conduct on-site visits to resolve complex issues that cannot be resolved remotely.
• Install, configure, and maintain hardware and software components.
• Assist in the maintenance and administration of IT systems and networks.
• Continuously learn and adapt to new technologies and skills required for effective support.

Requirements:

• Excellent communication skills and the ability to work well in a team environment.
• Passion for IT and technology, with a strong desire to learn and adapt to new skills and technologies.
• Possession of a full driving license with a maximum of 3 points and willingness to travel as required.
• Enthusiastic approach to work, demonstrating dedication and commitment to providing high-quality support.
• Ability to take initiative and proactively solve problems.
• Strong knowledge of Microsoft Operating Systems and Microsoft Applications, including a thorough understanding of Microsoft 365.
• Familiarity with 1st and 2nd line support responsibilities.
• GCSE Information Technology grade C or above.
• GCSE English grade C or above.
• GCSE Maths grade C or above.

Preferred Skills (Not Required):

• CompTIA A+ certification.
• Degree-level qualification in IT or computer-based field.
• Understanding of IP-based networks.
• Experience with structured network cabling and installation.
• Knowledge of Firewalls and VPNs.
• Experience with Apple products.
• Experience with IP Telephone Systems.
• Understanding of Website Hosting.

Salary & Benefits:

• Competitive salary of £22,000 - £28,000 per year, based on experience and qualifications.
• 28 days holiday, including Bank Holidays.
• Bonus potential after 6 months.
• Ability to buy up to two weeks of additional holiday after 3 years.
• Long service bonus after 5 years.
• 2 weeks of paid parental leave.
• Team outings and social events.
• Birthday day off.