1st Line IT Helpdesk Engineer - Jobheron : Job Details

A 1st Line IT Helpdesk Engineer is needed to join the team at this leading Managed Service Provider (MSP), based in Sidcup.

About the Company

They are forward-thinking IT solutions provider dedicated to delivering outstanding IT services to a diverse range of schools and businesses around the Southeast. Established in 2002 with a goal to create a team of engineers and technicians with a focus on relationships not sales, and they believe their success in maintaining a reputation for quality support is built on that simple principle!

They foster a collaborative environment that encourages growth, innovation, and customer satisfaction. This is your opportunity to join a successful and young-minded company working in all areas of I.T. support and installations. They offer great opportunities for progression for the right people.

Key Responsibilities

• Act as the first line of support for incoming technical queries via phone, email, and ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues at a 1st-line level.
• Escalate unresolved issues to 2nd or 3rd line teams where necessary, ensuring clear documentation.
• Log all incidents and service requests accurately and update ticket statuses in a timely manner.
• Provide excellent customer service by keeping clients informed and ensuring swift resolutions.
• Assist with setting up and maintaining user accounts, hardware, and software.
• Collaborate with team members to share knowledge and improve processes.

Required Skills & Experience

• Strong communication skills and a customer-focused approach.
• Basic knowledge of Windows operating systems, Active Directory, and Office 365.
• Familiarity with networking concepts (e.g. TCP/IP, DNS, DHCP).
• Experience with ticketing systems and remote desktop tools.
• Ability to prioritise and manage multiple tasks effectively.
• Problem-solving mindset and a keen interest in technology.

Desirable Skills

• Knowledge of cloud platforms (e.g. Azure, AWS).
• Certifications such as CompTIA A+, ITIL Foundation, or equivalent.

What the Company Offers

• A supportive and inclusive work environment.
• Opportunities for professional development and career progression.
• Access to training and certification programs.
• The chance to work with cutting-edge technologies in a fast-paced MSP environment.

Sounds interesting? Click APPLY to send your CV for immediate consideration.

Candidates with previous job titles and experience including; IT Support Engineer, 1st Line Support Engineer, 2nd Line Support Engineer, IT Support Technician, Service Desk Technician, Helpdesk Engineer, IT Service Desk, Linux or Windows Systems Administrator may also be considered for this role. IND123