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- Tasks: Provide top-notch customer support for 1st line IT issues and help improve systems.
- Company: Join DuoCall, a dynamic tech company focused on customer satisfaction.
- Benefits: Enjoy 22 days holiday, career development, health benefits, and more!
- Other info: Be part of an inclusive team with great growth opportunities.
- Why this job: Kickstart your IT career while making a real difference for customers.
- Qualifications: 1-2 years in a Service Desk role with strong customer service skills.
The predicted salary is between 25000 - 32000 £ per year.
DuoCall is looking for an experienced and customer‑focused 1st Line IT Engineer to join our Service Desk team based in Rotherham. You will be the first point of contact for customer support requests, responsible for diagnosing and resolving 1st line issues, escalating where appropriate, and contributing to the stability and continuous improvement of both internal and customer environments.
Responsibilities:
- Customer support for all 1st line technical issues, acting as the first point of contact via phone, email and ticketing system using Halo PSA
- Manage, prioritize and update tickets accurately within the service desk system
- 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
- Identify recurring issues and potential service improvements
- Contribute to internal documentation and knowledge‑base articles
Technologies you will be exposed to:
- Firewalls & Networking
- SonicWall firewalls
- Cisco Meraki firewalls and wireless
- Ubiquiti UniFi and EdgeMAX switching and routing
- Operating Systems
- Windows Server (2008–2025) – approximately 90%
- Microsoft 365
- Datacentre and cloud‑hosted systems
Skills Required:
- 1–2 years’ experience working for an MSP in a Service Desk environment
- Strong customer service and communication skills
- Experience using ticketing systems and CRM platforms
- Solid working knowledge of Microsoft 365
- Calm under pressure in a busy MSP environment
- Networking principles in a managed services environment
- Understanding of Routing, switching, and wireless deployment
- Stateful firewall configuration and network access control policies
- WAN and LAN technologies (e.g. PPP, Static IP, DHCP)
- APIs, scripting, and automation
- Windows desktop and Windows Server
- SQL databases
- Microsoft Azure or other cloud platforms
- Virtualisation technologies (Hyper‑V and VMware)
- SDN technologies (e.g. UniFi or Meraki)
- Physical networking technologies: Ethernet and fibre cabling
- Patching, cabinet layout, and racking
Benefits:
- 22 Days Holiday (Rising to 25 days after 5 years’ service)
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Health Care Benefit
- Reduced Gym Membership
- SCG Mobile Benefit
- Employee Referral Bonus
- Annual Salary Reviews
- Pension Scheme
- Charity Events
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
1st Line IT Engineer employer: DuoCall MSP
Contact Detail:
DuoCall MSP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Engineer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on DuoCall. Understand their services, values, and culture. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Brush up on common IT support scenarios and be ready to demonstrate your problem-solving skills. Think about how you would handle specific customer issues, especially with Microsoft 365 and networking principles.
✨Tip Number 3
Show off your communication skills! As a 1st Line IT Engineer, you'll need to explain technical issues in simple terms. During your interview, practice articulating your thoughts clearly and confidently, just like you would when talking to a customer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at DuoCall. Let’s get you that job!
We think you need these skills to ace 1st Line IT Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line IT Engineer role. Highlight your experience with customer support, ticketing systems, and any relevant technologies like Microsoft 365. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it friendly and professional – we love a bit of personality!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've diagnosed and resolved technical issues in the past. We’re keen to see your thought process and how you handle challenges, especially in a busy environment like ours.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at DuoCall MSP
✨Know Your Tech
Brush up on your knowledge of Microsoft 365, firewalls, and networking principles. Be ready to discuss how you've used these technologies in past roles, as this will show your familiarity with the tools you'll be working with.
✨Customer Service is Key
Since you'll be the first point of contact for customers, practice your communication skills. Think of examples where you've successfully resolved customer issues and how you maintained a calm demeanour under pressure.
✨Ticketing System Savvy
Familiarise yourself with ticketing systems like Halo PSA. Be prepared to explain how you manage, prioritise, and update tickets, as this is crucial for the role. Maybe even bring a few ideas on how to improve ticket management!
✨Show Your Problem-Solving Skills
Prepare to discuss specific instances where you've diagnosed and resolved technical issues. Highlight your approach to identifying recurring problems and how you contributed to service improvements in previous roles.