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For Companies At a Glance
- Tasks: Provide top-notch IT support and troubleshoot hardware, software, and networking issues.
- Company: Thriving IT Support Company with a focus on training and development.
- Benefits: Competitive salary, annual bonus, and opportunities for career progression.
- Other info: Dynamic work environment with opportunities for site visits and professional development.
- Why this job: Kickstart your IT career with hands-on experience and growth potential.
- Qualifications: Experience in IT support and strong communication skills.
The predicted salary is between 24000 - 34000 £ per year.
Location: High Wycombe (Office-based, occasional customer site visits)
Salary: £24,000 - £34,000 DOE + Annual Bonus
About the Role
This is a fantastic opportunity for you to join a thriving IT Support Company to provide first-class support to their varied client base. There is lots of opportunity for training and development and to move into a more dedicated 2nd Line support position - and possible 3rd line further down the line. You'll act as the first point of contact for customer IT issues, providing high-quality technical support, troubleshooting a wide range of hardware, software, and networking problems, and escalating more complex cases as your experience grows. This role is ideal for someone proactive, customer-focused, and keen to build a long-term career in IT support.
Key Responsibilities
- Serve as the first point of contact for IT support queries via phone, email, and ticketing system
- Log, update, and manage support tickets with accurate and detailed information
- Diagnose and resolve common hardware, software, OS, and network issues
- Communicate clearly with users of varying technical ability, including non-native English speakers
- Take ownership of tickets and ensure timely resolution within SLAs
- Work calmly under pressure and prioritise effectively
- Escalate recurring issues, trends, or complex cases to senior engineers
- Use remote support tools to troubleshoot efficiently
- Maintain internal documentation and follow established procedures
- Liaise with third-party suppliers when required
- Attend occasional customer site visits and represent the company professionally
Required Technical Skills
- Good understanding of computer hardware, operating systems, and basic networking (TCP/IP, DNS, DHCP)
- Experience supporting Windows and macOS devices
- Working knowledge of Microsoft 365, Exchange Online, Azure AD/Entra ID
- Experience using ticketing systems
- Ability to diagnose issues remotely and over the phone
- Strong written and verbal communication skills
- Ability to work independently and as part of a team
Desirable Skills
- 2+ years' experience in an IT Helpdesk or Technical Support role
- Customer-facing support experience
- Knowledge of ITIL best practices
- Experience with virtualisation technologies
- Basic scripting (PowerShell)
- Exposure to cyber security standards
- Additional languages
About you - if you have:
- Confidently handling 1st-line tickets independently within probation
- Consistently meeting SLA targets
- Positive feedback from customers and colleagues
- Gradual progression into 2nd-line responsibilities
- Demonstrating initiative and a proactive approach to learning
If you are an experienced 1st / 2nd Line Support Engineer and looking for the next challenge with training and career progression, then please send your CV to me today!
1st and 2nd Line Support Engineer in High Wycombe employer: 100% IT Recruitment Ltd
Contact Detail:
100% IT Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st and 2nd Line Support Engineer in High Wycombe
✨Tip Number 1
Get your networking game on! Reach out to current employees at the company through LinkedIn or other platforms. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview like it’s a tech challenge! Brush up on common troubleshooting scenarios and be ready to demonstrate your problem-solving skills. Show them you can think on your feet and handle those tricky support tickets with ease.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After your interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Finally, apply through our website! We love seeing applications come directly from our platform. It shows you’re keen and makes it easier for us to track your application. Plus, you’ll get all the latest updates on your status!
We think you need these skills to ace 1st and 2nd Line Support Engineer in High Wycombe
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with 1st and 2nd line support. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Show Off Your Skills: Don’t just list your technical skills; give examples of how you've used them in real situations. We love seeing how you’ve tackled hardware, software, or networking issues in the past!
Keep It Clear and Concise: When writing your application, be clear and to the point. We appreciate straightforward communication, especially since you'll be helping customers with varying levels of tech knowledge.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at 100% IT Recruitment Ltd
✨Know Your Tech Stuff
Brush up on your knowledge of computer hardware, operating systems, and basic networking. Be ready to discuss your experience with Windows and macOS devices, as well as Microsoft 365 and Azure AD. This will show that you’re not just a talker but someone who can actually troubleshoot.
✨Practice Your Communication Skills
Since you'll be dealing with users of varying technical abilities, practice explaining complex issues in simple terms. You might even want to role-play with a friend to get comfortable with different scenarios, especially when it comes to handling non-native English speakers.
✨Show Your Proactive Side
Prepare examples of how you've taken initiative in past roles. Whether it’s resolving a recurring issue or suggesting improvements to processes, demonstrating your proactive approach will resonate well with the interviewers looking for someone keen to grow into a 2nd line support position.
✨Familiarise Yourself with the Company
Do a bit of research on the company and its client base. Understanding their services and the types of issues they typically face will help you tailor your answers and show that you're genuinely interested in being part of their team.