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- Tasks: Provide top-notch customer support for 1st line IT issues and maintain network systems.
- Company: Join Duocall, a dynamic company supporting diverse businesses across various sectors.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Embrace a supportive workplace committed to equality and accessibility.
- Why this job: Be part of a team that values innovation and customer success in the tech industry.
- Qualifications: 1-2 years experience in a service desk environment with strong customer service skills.
The predicted salary is between 27000 - 32000 £ per year.
Location: Rotherham
Salary: £27,000- £32,000
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.
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
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
- Microsoft Azure
- Nagios monitoring
Skills Required:
- At least 1 – 2 years working for a MSP in a service desk environment
- Knowledge of ticketing systems and CRM
- Good customer service skills
- 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)
- Network protocols (DNS, SMTP, HTTP etc.)
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.
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
Contact Detail:
Duocall 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 and understand their values, services, and the sectors they operate in. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since you'll be supporting customers with technical issues, brush up on your communication and problem-solving abilities. Role-play common scenarios with a friend to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. Plus, it might just give you an edge when it comes to getting noticed during the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you're proactive and serious about joining the Duocall team.
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 Microsoft 365, customer support, and any relevant technical skills. We want to see how you can add value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our needs. Let us know what excites you about working with Duocall.
Show Off Your Customer Service Skills: Since this role involves a lot of customer interaction, make sure to showcase your customer service experience. Share examples of how you've resolved issues or improved customer satisfaction in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Duocall
✨Know Your Tech
Make sure you brush up on the technologies mentioned in the job description, like Microsoft 365 and firewalls. Being able to discuss your experience with these tools will show that you're not just a good fit, but also genuinely interested in the role.
✨Customer Service Focus
Since this role involves customer support, think of examples where you've provided excellent service. Prepare to share specific situations where you resolved issues or went above and beyond for a customer. This will highlight your skills and attitude towards customer care.
✨Research the Company
Take some time to learn about Duocall and their approach to customer partnerships. Understanding their values and how they operate will help you tailor your answers and demonstrate that you’re aligned with their mission.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your interest in the role and gives you a chance to find out more about the team and company culture. Think about what you want to know regarding their support processes or future projects.