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- Tasks: Provide top-notch customer support for 1st line IT issues and enhance service stability.
- Company: Join DuoCall, a dynamic team in Rotherham focused on customer satisfaction.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Opportunity to work with cutting-edge technologies and grow your career in IT.
- Why this job: Be the first point of contact and make a real difference in customer experiences.
- Qualifications: Customer-focused attitude and basic IT troubleshooting skills required.
The predicted salary is between 25000 - 35000 £ 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.
- Log, 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
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 inside out! Research DuoCall's values, culture, and recent projects. This will help us tailor our conversations during interviews and show that we're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! We should rehearse common interview questions related to 1st Line IT support. Think about how we can demonstrate our problem-solving skills and customer service experience effectively.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They might share insights about the interview process or even refer us internally, which can give us a leg up!
✨Tip Number 4
Don’t forget to follow up! After an interview, we should send a thank-you email expressing our appreciation for the opportunity. It’s a great way to reinforce our interest and keep us top of mind.
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, technical troubleshooting, and any relevant technologies like Microsoft 365. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our Service Desk team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've diagnosed and resolved technical issues in the past. We love seeing how you approach challenges and improve processes!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at DuoCall MSP
✨Know Your Tech
Make sure you brush up on your knowledge of Microsoft 365 and any other tools mentioned in the job description. Be ready to discuss how you've used these technologies in past roles, as well as any troubleshooting techniques you’ve employed.
✨Customer Service is Key
Since you'll be the first point of contact for customers, practice your communication skills. Think about how you can convey technical information clearly and patiently, especially when dealing with non-technical users.
✨Show Your Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved issues in previous positions. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to think critically under pressure.
✨Research DuoCall
Familiarise yourself with DuoCall’s services and values. Understanding their approach to customer support and their technology stack will help you tailor your responses and show that you're genuinely interested in the role.