Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Solve customer IT support tickets via phone or email, both in-office and on-site.
- Company: Join Beacon IT, a dynamic team dedicated to providing top-notch IT support.
- Benefits: Enjoy a competitive salary, extra holiday, and private medical healthcare after probation.
- Why this job: Kickstart your IT career with hands-on experience and a supportive team culture.
- Qualifications: 1-2 years IT support experience and GCSEs in IT, English, and Maths required.
- Other info: Must have a full clean driving licence and be willing to travel.
The predicted salary is between 24000 - 27000 £ per year.
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
First Line Support Engineer in Norwich employer: Empower Digital Limited
Contact Detail:
Empower Digital Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Engineer in Norwich
✨Tip Number 1
Familiarise yourself with the common IT issues that customers face, especially those related to Windows desktop operating systems and Microsoft 365 apps. This knowledge will help you demonstrate your troubleshooting skills during any interviews.
✨Tip Number 2
Practice your communication skills by engaging in mock customer support scenarios with friends or family. Being able to clearly explain technical issues and solutions is crucial for this role, so the more you practice, the better you'll perform.
✨Tip Number 3
Research Beacon IT and understand their values and the types of projects they work on. Tailoring your conversation during interviews to reflect your enthusiasm for their specific work can set you apart from other candidates.
✨Tip Number 4
Be prepared to discuss your previous experience in IT support, focusing on specific examples where you successfully resolved issues. Highlighting your ability to learn quickly and adapt to new technologies will show that you're a great fit for the team.
We think you need these skills to ace First Line Support Engineer in Norwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've handled customer tickets or worked with Windows desktop operating systems and Microsoft 365 apps. Use keywords from the job description to catch their attention.
Craft a Strong Cover Letter: In your cover letter, express your passion for IT and technology. Mention specific experiences that demonstrate your troubleshooting skills and ability to communicate effectively with customers. Show enthusiasm for the role and how you can contribute to the team.
Highlight Technical Skills: Clearly list your technical skills related to the job, such as experience with networking hardware, VPN configuration, and any familiarity with Apple/Android OS. This will help the hiring team see that you meet their technical requirements.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a support role.
How to prepare for a job interview at Empower Digital Limited
✨Showcase Your Communication Skills
As a First Line Support Engineer, strong communication is key. Be prepared to demonstrate how you effectively communicate with customers, especially when updating them on ticket statuses. Practice clear and concise explanations of technical issues.
✨Familiarise Yourself with Common Tools
Make sure you know the ins and outs of Windows desktop operating systems and Microsoft 365 apps like OneDrive and Teams. Brush up on basic networking concepts and be ready to discuss your troubleshooting experiences with these tools.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of examples where you've successfully resolved IT issues, either remotely or on-site. Be ready to explain your thought process and the steps you took to troubleshoot.
✨Demonstrate Your Enthusiasm for IT
Show your passion for technology during the interview. Discuss any personal projects or interests related to IT, and express your eagerness to learn new skills. A positive attitude can set you apart from other candidates.
