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- 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 2nd and 3rd line support roles.
- Why this job: Kickstart your IT career with hands-on experience and growth potential.
- Qualifications: Experience in IT support and strong communication skills required.
The predicted salary is between 24000 - 34000 £ per year.
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 will 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
- 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
- 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
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
Contact Detail:
100% IT Recruitment 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 to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with a variety of IT issues, brush up on common problems and solutions. Being able to demonstrate your problem-solving abilities during the interview can really set you apart.
✨Tip Number 3
Show off your communication skills! As a 1st Line Support Engineer, you'll need to explain technical issues to non-techy users. Practice explaining complex concepts in simple terms to make sure you can connect with customers effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
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
✨Know Your Tech Basics
Brush up on your understanding of computer hardware, operating systems, and basic networking concepts like TCP/IP, DNS, and DHCP. Being able to confidently discuss these topics will show that you’re ready to tackle the technical challenges of the role.
✨Practice Your Communication Skills
Since you'll be dealing with users of varying technical abilities, practice explaining complex issues in simple terms. Role-play with a friend or family member to ensure you can communicate clearly and effectively, especially with non-native English speakers.
✨Familiarise Yourself with Ticketing Systems
Get comfortable with how ticketing systems work, as you'll need to log, update, and manage support tickets. If you have experience with specific systems, be ready to discuss them and how you’ve used them to improve efficiency in past roles.
✨Show Your Proactive Side
Prepare examples of times when you've taken initiative in previous roles, whether it was resolving a recurring issue or suggesting improvements. This will demonstrate your proactive approach and eagerness to grow into 2nd line responsibilities.