1st Line Support - Reed : Job Details

• Salary: £20,000 - £27,000 
• Location: Northampton, must be within 20 miles centre of Northampton
• Job Type: Full-time, Hybrid (3 days in-office/2 days remote after 3 months’ probation)

We are looking for a dedicated 1st Line Engineer to join our Service Desk Team. You will play a crucial role in assisting the 1st Line team with the overall operation and support for our customers. This role is ideal for someone who is self-motivated, has excellent communication skills, and enjoys working in a dynamic, team-oriented environment.

• Swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customer satisfaction is maintained.
• Handle escalated service requests and manage all technical cases effectively, keeping clients updated with progress.
• Support the Technical Team and monitor the progress of matters assigned to them.
• Monitor clients’ IT systems via the monitoring software and escalate matters in a timely manner if necessary.

• Previous experience in an IT helpdesk support role.
• Knowledge and experience of various IT systems, including Microsoft Windows 10, Office 2019/2022, Office 365 Platform, Windows Server 2019/2022, and Exchange Server 2019.
• Experience in setting up and supporting mobile devices.
• Excellent customer service skills and a positive attitude.
• Good written skills for job reporting and documentation.
• Relevant IT qualifications.
• GCSEs in Maths and English or equivalent.
• UK driving license.

• Hybrid working model after probation.
• Competitive salary based on experience.
• Modern, up-to-date working environment.
• Social events, supportive and fun culture.
• Incentives such as holidays, vouchers, lunches, and spot prizes.
• Top-of-the-range technology for office and home working.
• Subsidised healthcare/medical benefits.
• Generous annual leave, increasing with tenure, plus optional unpaid leave.
• Clear progression plan with training and mentorship.

To apply for the 1st Line Engineer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in joining our team.