At a Glance
- Tasks: Support customers by resolving technical issues and improving service delivery.
- Company: Leading IT Managed Service Provider in London with a dynamic team.
- Benefits: Competitive salary, gym membership, birthday off, and fun team events.
- Other info: Enjoy a hybrid work model after probation and excellent career growth opportunities.
- Why this job: Kickstart your IT career with hands-on experience and paid certifications!
- Qualifications: 1-2 years IT support experience and relevant Microsoft certifications.
The predicted salary is between 28000 - 30000 £ per year.
I am recruiting in London for multiple 1st Line Support Engineers for a leading IT Managed Service Provider (MSP). Must have 1-2 years experience within an IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with MS Fundamental certificates like AZ104/SC100/M100 etc. 5 days in office during the 6‑month probation period and then hybrid thereafter.
As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management. Exams towards certifications relevant for your role fully paid for by my client!
Benefits:- Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
- Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
- Competitive Package Offered – Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!
- MSP background
- 1-2 years proven experience in an IT support role
- Experience of working to an ITIL framework in a service desk capacity
- Microsoft Windows Server 2016 - 2022
- Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
- Active Directory Management
- Windows 10, 11 Operating System Support
- Apple OS and Apple Mac support experience
- Microsoft Office Suite
- Backup Technologies such as DATTO, Acronis
- Laptop/desktop and thin client support
- Highly Motivated
- Can do attitude
- Attention to detail
- Excellent communication skills
- Proven client service skills
- Ability to work under pressure
- Willingness to work flexibly as required
- Good telephone etiquette
- Provide a professional and customer‑focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
- Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
- Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
- Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
- Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
- Log and assign tickets and monitor workloads for the other Service Desk team members.
1st Line Support Engineer employer: Gold Group Limited
As a leading IT Managed Service Provider based in London, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our 1st Line Support Engineers benefit from a competitive salary, comprehensive training with fully funded certification exams, and a range of perks including gym memberships and team events, all while enjoying a hybrid working model after the initial probation period. Join us to be part of a supportive team where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gold Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gold Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gold Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Gold Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gold Group Limited!
How to prepare for a job interview at Gold Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
