First Line Support Engineer

First Line Support Engineer

Beacon IT is hiring a First Line Support Engineer to join their team.You will be responsible for solving a broad spectrum of customer IT support tickets by telephone or email, in the office or on-site as required.

This role involves managing assigned tickets or assisting other team members when necessary. You will require strong communication skills to update their customers about the status of their outstanding tickets.

Ideally you would have 1-2 years’ experience working within either an internal, or outsourced IT department.

Responsibilities / Skills:

• Acting as the initial point of contact for incoming calls to the service desk

• Monitoring ticketing system and triaging new tickets appropriately

• Troubleshooting issues both remotely and on site

• Escalating tickets as required to second line engineers

• Configuring new equipment as per project specifications

• Creating documentation for the knowledgebase

• Willingness to participate in an on-call support rota and occasional pre-planned out-of hours project work

Technical Requirements:

• Experience troubleshooting Windows desktop operating systems

• Experience troubleshooting Microsoft 365 apps including OneDrive/Teams • Ability to diagnose basic networking issues

• Familiarity with Routers, Switches, Access Points and other networking hardware

Personal Requirements:

• Good communication skills and a team player

• A passion for IT and technology

• An ability to learn new skills as required

• Willingness to travel to site when required

• An enthusiastic approach to your work

• A 'can do’ attitude and ability to take initiative

Desirable attributes:

• Degree level qualification

• Ability to install/troubleshoot structured network cabling

• Experience with VPN configuration

• Exposure to Apple/Android OS

• Experience with IP Telephony Systems

• Understanding of Website Hosting

Qualifications :

• GCSE Information Technology grade 4 or above (grade C)

• GCSE English grade 4 or above (grade C)

• GCSE Maths grade 4 or above (grade C)

Salary & Benefits:

• Salary range £24,000 - £27,000 DOE

• Birthday day off

• Annual bonus potential after probation

• Additional 5 days holiday after probation

• Long service bonus after 5 years

• Private Medical Healthcare after probation

• Death in Service (5x Salary) after probation

Job Type: Permanent, Full-time

Schedule: Monday to Friday

Work Location: Office based

Full clean driving licence required

Able to pass an advanced DBS check