1st Line Support Engineer
Location:
Barbican, London
Salary:
£25,000 – £30,000 per annum
Hours:
Monday to Friday, 9:00am – 5:30pm (No weekend work)
Bonus:
Performance-related bonus paid at end of year
About the Role
A leading provider of IT, Cloud, and Unified Communications solutions in central London is seeking a dynamic 1st Line Support Engineer to join their growing team. The successful candidate will be the first point of contact for technical support, handling inbound calls and emails, and helping ensure client systems run smoothly and efficiently.
Key Responsibilities
- Respond to technical support queries via phone and email, logging and managing support tickets in line with company procedures
- Handle 30–40 support tickets per day (5–10 tickets per day during the initial training period).
- Diagnose and resolve hardware, software, and network issues, escalating complex problems to 2nd line support when necessary
- Install and configure software and hardware for clients as required
- Maintain accurate documentation of support requests, troubleshooting steps, and solutions provided
- Deliver excellent customer service, ensuring prompt and effective resolution of client issues
- Monitor and maintain client systems and networks, supporting the rollout of new applications and updates as needed
- Collaborate with team members to ensure high levels of client satisfaction and efficient ticket resolution.
Requirements
- Proven experience in a 1st Line Support or similar IT support role
- Strong technical skills in Windows and Mac operating systems, basic networking, and hardware troubleshooting
- Excellent communication skills, both written and verbal, with the ability to explain technical issues clearly to non-technical users
- Strong analytical and problem-solving abilities, able to multitask and prioritize effectively in a fast-paced environment
- Good organizational skills for accurate record-keeping and follow-up on escalated issues.
- Ability to work independently and as part of a collaborative team
- Willingness to learn and adapt to new technologies and processes.
Benefits
- Competitive salary and annual performance-related bonus.
- Central London location, close to clients and transport links.
- Structured working hours with no weekend shifts.
- Opportunity to develop technical skills and advance within a growing IT services company.
If you are passionate about technology and delivering outstanding customer support, apply now to join a forward-thinking IT team in the heart of London.
