At a Glance
- Tasks: Be the first point of contact for clients needing IT support and troubleshoot technical issues.
- Company: Join a dynamic Managed Service Provider in East Sussex with a focus on customer service.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Opportunity to grow within a fast-paced environment and learn from industry experts.
- Why this job: Kickstart your tech career while helping clients solve their IT problems every day.
- Qualifications: Previous experience in a 1st Line role and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Our client based in East Sussex is currently looking for a 1st Line Support Engineer to join the team. You will act as the first point of contact for clients requiring IT support. You will be responsible for logging, troubleshooting, and resolving technical issues, while delivering a high level of customer service.
Working within a Managed Service Provider (MSP) environment, you will support multiple external clients, ensuring issues are resolved efficiently or escalated appropriately in line with service level agreements (SLAs).
- Act as the first point of contact via phone, email, and ticketing system
- Log, categorise, and prioritise incidents and service requests
- Communicate clearly with users, providing updates and managing expectations
- Deliver excellent customer service and maintain strong client relationships
- Perform initial diagnostics and troubleshooting on common issues
- Resolve first-line queries relating to:
- Windows OS and basic server environments
- Microsoft 365 (Email, Teams, SharePoint, OneDrive)
- Hardware (laptops, desktops, printers)
- Basic networking issues (Wi-Fi, connectivity)
- Guide users through step-by-step fixes where appropriate
- Carry out routine tasks such as password resets and user account support
- Ensure all tickets are fully documented and updated in the ITSM system
- Monitor and manage ticket queues to meet SLA targets
- Identify recurring issues and contribute to problem management
- Escalate complex or unresolved issues to 2nd/3rd line support
Previous experience in a 1st Line / Service Desk role (MSP preferred) is required, along with strong customer service and communication skills. Basic knowledge of:
- Windows 10/11
- Microsoft 365
- Active Directory (user management)
- Good troubleshooting and problem-solving ability
- Ability to prioritise workload and work under pressure
Ideally, you will have experience working within an MSP environment, knowledge of networking fundamentals (DNS, DHCP, TCP/IP), exposure to cloud platforms (Azure / M365), and industry certifications (CompTIA, Microsoft).
Please make sure that your location and phone number are included in your application.
1st Line Support Engineer in Crowborough employer: A1people
This design agency in East Sussex is an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. With a focus on diverse projects ranging from brand strategy to digital development, employees benefit from ample growth opportunities and the chance to work with a variety of organisations. The convenient location, coupled with supportive management and a commitment to professional development, makes this an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Crowborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at A1people. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like A1people before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Engineer in Crowborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to A1people:Your cover letter is your chance to shine! Tell us why you want to work at A1people specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at A1people!
How to prepare for a job interview at A1people
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
