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For Companies At a Glance
- Tasks: Provide friendly IT support and resolve technical issues for clients.
- Company: Join Fentons Business IT Solutions, a leading Managed IT Service Provider.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities to learn and grow.
- Why this job: Be the first point of contact and make a real difference in client experiences.
- Qualifications: Strong communication skills and a passion for technology.
The predicted salary is between 25000 - 35000 £ per year.
Location: Littlehampton, West Sussex (Hybrid: Home, Client Sites)
Salary: Competitive, dependent on experience
Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am – 5:30pm)
About Us
Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire. We pride ourselves on delivering a premium support experience and building long-term client relationships.
The Role
As a 1st Line IT Support Engineer, you will be the first point of contact for our clients, providing friendly, professional, and efficient IT support. You will resolve common technical issues, log and triage tickets accurately, and expedite more complex problems to senior engineers when required. You will play a key role in delivering an excellent client experience and ensuring issues are handled promptly and professionally.
Key Responsibilities
- Act as the first point of contact for inbound support requests via phone, email, and service desk
- Log, prioritise, and manage support tickets in line with service desk processes
- Resolve 1st line issues across desktops, laptops, printers, and common software applications
- Provide remote support to end users and guide them through solutions in clear, non‑technical language
- Escalate issues to 2nd line engineers where appropriate, ensuring clear and accurate handover notes
- Maintain accurate ticket updates, time recording, and documentation
- Assist with new user setups, device builds, and basic onboarding tasks
- Monitor alerts and respond to issues within agreed skill set
- Contribute to a positive team environment and a consistently high standard of customer service
- Travel to client sites occasionally when required
1st Line IT Support Engineer employer: Fenton I.T Limited
Contact Detail:
Fenton I.T Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that 1st Line IT Support Engineer role.
✨Tip Number 2
Practice makes perfect! Before your interview, run through common IT support scenarios and how you’d handle them. We want you to feel confident when discussing how you’d resolve issues for clients.
✨Tip Number 3
Show off your personality! When you’re in the interview, let your friendly and professional side shine through. We’re looking for someone who can connect with clients and make their experience as smooth as possible.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you email to express your appreciation. It shows you’re keen and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace 1st Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the 1st Line IT Support Engineer role. We want to see how your background aligns with our needs, so don’t be shy about showcasing your tech know-how!
Craft a Friendly Cover Letter: Your cover letter is your chance to show off your personality! Keep it professional but friendly, and explain why you’re excited about joining our team at Fentons Business IT Solutions. We love seeing genuine enthusiasm!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We’re looking for candidates who can think on their feet and provide excellent support, so share those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Fenton I.T Limited
✨Know Your Tech Basics
Brush up on your knowledge of common IT issues, especially those related to desktops, laptops, and printers. Be ready to explain how you would troubleshoot a typical problem in simple terms, as you'll need to communicate effectively with clients who may not be tech-savvy.
✨Practice Your Communication Skills
Since you'll be the first point of contact for clients, practice explaining technical concepts in a clear and friendly manner. Role-play with a friend or family member to get comfortable with guiding someone through a solution without using jargon.
✨Familiarise Yourself with Ticketing Systems
Get to know how ticketing systems work, as you'll be logging and managing support tickets. If possible, try out a demo version of a popular service desk tool to understand the process of prioritising and escalating issues.
✨Show Enthusiasm for Customer Service
Demonstrate your passion for providing excellent customer service during the interview. Share examples from your past experiences where you went above and beyond to help a client or resolve an issue, highlighting your commitment to building long-term relationships.