At a Glance
- Tasks: Provide friendly technical support and solve customer issues across various platforms.
- Company: Join DuoCall, a dynamic MSP supporting diverse businesses.
- Benefits: Full-time role with opportunities for growth and skill development.
- Other info: Exciting exposure to cutting-edge technologies and a supportive team culture.
- Why this job: Kickstart your tech career while making a real difference for customers.
- Qualifications: 1-2 years in a service desk environment with knowledge of Microsoft 365.
The predicted salary is between 40500 - 49500 £ per year.
As a 1st Line Service & Support Engineer at DuoCall MSP, you’ll be the first point of contact for customers, delivering friendly, effective technical support across a range of platforms and environments. Based full time at our Head Office in Rotherham, this role is ideal for someone passionate about customer service, problem‑solving and building strong technical foundations within an MSP environment.
About us: DuoCall supports many businesses of all sizes across a range of sectors including hospitality, healthcare, retail, manufacturing and everything in between. Our aim is to be pro‑active and form a partnership with our customers to continuously add value in order for them to succeed and focus on their business.
Technologies you will be exposed to:
- SonicWall firewall
- Ubiquiti Unifi and EdgeMAX switching and routing
- Meraki firewall and wireless
- Windows server (2008-2025) [90%] and Linux (Ubuntu/CentOS) [10%]
- Microsoft 365
Key responsibilities:
- Customer support for all 1st line technical issues
- Supporting customers with Microsoft 365, 3rd Party applications as well as other tools
- Continually research, design and implement best practices across internal and managed customer environments
- Configuration and maintenance of internal and customer firewalls, as well as other networked equipment
- Maintenance and support of datacentre and cloud systems for internal and customer usage
Required skills:
- At least 1 – 2 years working for a MSP in a service desk environment
- Knowledge of ticketing systems and CRM
- Microsoft 365
- Networks – Routing, switching and wireless deployment, ideally in a managed services setting
- Stateful firewall configuration and network access control policy
- Site-to-site and point-to-site VPNs
- WAN and LAN technologies (eg PPP, Static, DHCP)
Preferred knowledge and/or experience:
- APIs, scripting and automation
- Windows desktop and windows server
- SQL databases
- Azure or other cloud technology
- Virtualization technologies (HyperV and VMware)
- SDN technologies (eg Unifi or Meraki)
- Physical network technologies – ethernet, fibre, patching, racking etc.
Interested in this role? Contact our team!
1st Line Service & Support Engineer in Rotherham employer: DuoCall Communications Ltd.
DuoCall is an exceptional employer that prioritises a supportive and collaborative work culture, making it an ideal place for a 1st Line Service & Support Engineer to thrive. Located in Rotherham, South Yorkshire, we offer comprehensive training and growth opportunities, ensuring our employees are well-equipped to provide outstanding customer service while working with cutting-edge technologies. Join us to be part of a team that values your contributions and fosters professional development in a dynamic MSP environment.
Contact Details:
DuoCall Communications Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service & Support Engineer in Rotherham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DuoCall Communications Ltd.. 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 DuoCall Communications Ltd. 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 Service & Support Engineer in Rotherham
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 DuoCall Communications Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at DuoCall Communications Ltd. 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 DuoCall Communications Ltd.!
How to prepare for a job interview at DuoCall Communications Ltd.
✨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.
