First Line Support Engineer in Norwich
First Line Support Engineer in Norwich

First Line Support Engineer in Norwich

Norwich Full-Time 24000 - 27000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Solve customer IT support tickets via phone or email, both in-office and on-site.
  • Company: Join Beacon IT, a dynamic team dedicated to providing top-notch IT support.
  • Benefits: Enjoy a competitive salary, extra holiday, and private medical healthcare after probation.
  • Why this job: Kickstart your IT career with hands-on experience and a supportive team culture.
  • Qualifications: 1-2 years IT support experience and GCSEs in IT, English, and Maths required.
  • Other info: Must have a full clean driving licence and be willing to travel.

The predicted salary is between 24000 - 27000 £ per year.

First Line Support Engineer

Beacon IT is hiring a First Line Support Engineer to join their team.You will be responsible for solving a broad spectrum of customer IT support tickets by telephone or email, in the office or on-site as required.

This role involves managing assigned tickets or assisting other team members when necessary. You will require strong communication skills to update their customers about the status of their outstanding tickets.

Ideally you would have 1-2 years experience working within either an internal, or outsourced IT department.

Responsibilities / Skills:

Acting as the initial point of contact for incoming calls to the service desk

Monitoring ticketing system and triaging new tickets appropriately

Troubleshooting issues both remotely and on site

Escalating tickets as required to second line engineers

Configuring new equipment as per project specifications

Creating documentation for the knowledgebase

Willingness to participate in an on-call support rota and occasional pre-planned out-of hours project work

Technical Requirements:

Experience troubleshooting Windows desktop operating systems

Experience troubleshooting Microsoft 365 apps including OneDrive/Teams Ability to diagnose basic networking issues

Familiarity with Routers, Switches, Access Points and other networking hardware

Personal Requirements:

Good communication skills and a team player

A passion for IT and technology

An ability to learn new skills as required

Willingness to travel to site when required

An enthusiastic approach to your work

A can do attitude and ability to take initiative

Desirable attributes:

Degree level qualification

Ability to install/troubleshoot structured network cabling

Experience with VPN configuration

Exposure to Apple/Android OS

Experience with IP Telephony Systems

Understanding of Website Hosting

Qualifications :

GCSE Information Technology grade 4 or above (grade C)

GCSE English grade 4 or above (grade C)

GCSE Maths grade 4 or above (grade C)

Salary & Benefits:

Salary range £24,000 – £27,000 DOE

Birthday day off

Annual bonus potential after probation

Additional 5 days holiday after probation

Long service bonus after 5 years

Private Medical Healthcare after probation

Death in Service (5x Salary) after probation

Job Type: Permanent, Full-time

Schedule: Monday to Friday

Work Location: Office based

Full clean driving licence required

Able to pass an advanced DBS check

First Line Support Engineer in Norwich employer: Empower Digital Limited

Beacon IT is an exceptional employer, offering a dynamic work environment in Norwich where innovation and teamwork thrive. With a strong focus on employee growth, we provide comprehensive training opportunities and a supportive culture that encourages collaboration and initiative. Our competitive benefits package, including private medical healthcare and additional holiday after probation, ensures that our team members feel valued and motivated to excel in their roles.
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Contact Detail:

Empower Digital Limited Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land First Line Support Engineer in Norwich

✨Tip Number 1

Familiarise yourself with the common IT issues that customers face, especially those related to Windows desktop operating systems and Microsoft 365 apps. This knowledge will help you demonstrate your troubleshooting skills during any interviews.

✨Tip Number 2

Practice your communication skills by engaging in mock customer support scenarios with friends or family. Being able to clearly explain technical issues and solutions is crucial for this role, so the more you practice, the better you'll perform.

✨Tip Number 3

Research Beacon IT and understand their values and the types of projects they work on. Tailoring your conversation during interviews to reflect your enthusiasm for their specific work can set you apart from other candidates.

✨Tip Number 4

Be prepared to discuss your previous experience in IT support, focusing on specific examples where you successfully resolved issues. Highlighting your ability to learn quickly and adapt to new technologies will show that you're a great fit for the team.

We think you need these skills to ace First Line Support Engineer in Norwich

Strong Communication Skills
Customer Service Orientation
Ticketing System Management
Troubleshooting Windows Desktop Operating Systems
Experience with Microsoft 365 Apps (OneDrive, Teams)
Basic Networking Diagnosis
Familiarity with Routers, Switches, and Access Points
Documentation Creation for Knowledgebase
Team Collaboration
Ability to Learn New Skills
Enthusiastic Approach to Work
Initiative and Problem-Solving Skills
Ability to Travel to Site as Required
Experience with VPN Configuration
Exposure to Apple/Android Operating Systems
Understanding of IP Telephony Systems
Knowledge of Website Hosting

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've handled customer tickets or worked with Windows desktop operating systems and Microsoft 365 apps. Use keywords from the job description to catch their attention.

Craft a Strong Cover Letter: In your cover letter, express your passion for IT and technology. Mention specific experiences that demonstrate your troubleshooting skills and ability to communicate effectively with customers. Show enthusiasm for the role and how you can contribute to the team.

Highlight Technical Skills: Clearly list your technical skills related to the job, such as experience with networking hardware, VPN configuration, and any familiarity with Apple/Android OS. This will help the hiring team see that you meet their technical requirements.

Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a support role.

How to prepare for a job interview at Empower Digital Limited

✨Showcase Your Communication Skills

As a First Line Support Engineer, strong communication is key. Be prepared to demonstrate how you effectively communicate with customers, especially when updating them on ticket statuses. Practice clear and concise explanations of technical issues.

✨Familiarise Yourself with Common Tools

Make sure you know the ins and outs of Windows desktop operating systems and Microsoft 365 apps like OneDrive and Teams. Brush up on basic networking concepts and be ready to discuss your troubleshooting experiences with these tools.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving skills. Think of examples where you've successfully resolved IT issues, either remotely or on-site. Be ready to explain your thought process and the steps you took to troubleshoot.

✨Demonstrate Your Enthusiasm for IT

Show your passion for technology during the interview. Discuss any personal projects or interests related to IT, and express your eagerness to learn new skills. A positive attitude can set you apart from other candidates.

First Line Support Engineer in Norwich
Empower Digital Limited
E
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