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- Tasks: Provide remote support and troubleshoot various devices and technologies.
- Company: Join a dynamic team at our Milton Keynes HQ, focused on growth and collaboration.
- Benefits: Enjoy 25 days annual leave, health insurance, and a supportive work environment.
- Why this job: Gain hands-on experience while resolving real tech issues and advancing your skills.
- Qualifications: Experience in device troubleshooting and customer support is essential.
- Other info: Opportunity for progression and personal development within a blended engineering team.
The predicted salary is between 24000 - 36000 £ per year.
ABOUT THE ROLE As a First Contact Resolution Engineer, you are a cut above the typical 1st Line Engineer. Working from our Milton Keynes HQ, you will be part of a blended team of experienced engineers (1st Line, FCR, 2nd Line). You will be encouraged to follow through on technical issues, as you look to grow your skills and learn more about the varied environments and technologies you will be supporting. You will receive training to support your growth, with a view to progression as you increase your knowledge and standing within the team. This role is pitched at a level where engineers should be able to resolve above 70% of the tickets coming into the business, which means you’ll be given the freedom and trust to work on every technology that our clients own. While we hold technical skills in high regard, we are always looking for someone who can bring a can-do attitude and a willingness to improve and learn. Key Responsibilities: Remote customer support, where you will perform various support tasks(not exhaustive); Device Troubleshooting (Desktop/Laptop/Mobile) Active Directory / Exchange / Office 365 Printer Troubleshooting/Configuration Network Troubleshooting (Server, Switching) Logging all support queries as tickets and communicating with clients to keep them updated on the progression of their tickets Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion Supporting the progression of 1st Line/Apprentice engineers within the team Essential Qualities: Experience in supporting; Device Troubleshooting (PC/Laptop/MAC/Mobile) Active Directory / Exchange / Group Policy / InTune Microsoft 365 / Azure / MDM Networking Customer centric with great people skills Proactive and positive approach to problem solving and client interaction Desirable: Experience of virtualised Microsoft environments Experience with Egnyte for file storage Microsoft Terminal Services/RDP to support level Personal Qualities: Takes pride in providing a high level of service Regularly going above and beyond Strong attention to detail Ability to work under pressure and handle difficult situations Impeccable time management skills with the ability to prioritise effectively Package Annual Leave of 25 days + UK Bank Holidays 1x day Birthday leave per year Vitality Health Insurance (after probation) Pension scheme through People’s Pension Referral Bonus scheme 24×7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc) Access to internal Mental Health First Aid Champions My Staff Shop scheme discounts Cycle to Work scheme Free eye tests Annual flu jab
1st Line Support Engineer employer: Ekco
Contact Detail:
Ekco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer
✨Tip Number 1
Familiarize yourself with the technologies mentioned in the job description, such as Active Directory, Microsoft 365, and networking. Having hands-on experience or even just a solid understanding of these tools will set you apart during the interview process.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully resolved technical issues for clients in the past. Highlighting your ability to communicate effectively and maintain a positive attitude under pressure will resonate well with us.
✨Tip Number 3
Demonstrate your proactive approach to problem-solving by discussing any relevant projects or initiatives you've undertaken. This could include self-study, certifications, or contributions to team efforts that improved service delivery.
✨Tip Number 4
Prepare to discuss how you manage your time and prioritize tasks effectively. Given the fast-paced nature of the role, sharing specific strategies or tools you use to stay organized will show us that you're ready to handle the demands of the position.
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the 1st Line Support Engineer position. Highlight the key responsibilities and essential qualities that the company is looking for, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to reflect the skills and experiences that are most relevant to the role. Emphasize your experience in device troubleshooting, Active Directory, and customer support, as these are crucial for this position.
Craft a Strong Cover Letter: Write a cover letter that showcases your can-do attitude and willingness to learn. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team.
Highlight Personal Qualities: In your application, make sure to highlight personal qualities such as attention to detail, time management skills, and your proactive approach to problem-solving. These traits are important for succeeding in this role.
How to prepare for a job interview at Ekco
✨Show Your Technical Skills
Be prepared to discuss your experience with device troubleshooting, Active Directory, and Microsoft 365. Highlight specific examples where you successfully resolved technical issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasize Customer-Centric Approach
Since the role requires great people skills, share instances where you provided exceptional customer support. Discuss how you maintained communication with clients and ensured their issues were resolved promptly, showcasing your proactive attitude.
✨Demonstrate Problem-Solving Skills
Prepare to talk about challenging situations you've faced in previous roles and how you approached problem-solving. Employers value candidates who can think critically and remain calm under pressure, so be ready to illustrate your thought process.
✨Express Willingness to Learn
Convey your eagerness to grow within the team and learn new technologies. Mention any relevant training or certifications you have pursued, and express your enthusiasm for the training opportunities offered by the company.
