At a Glance
- Tasks: Support and resolve customer tech issues while improving managed services.
- Company: Leading IT Managed Service Provider in London with a hybrid work model.
- Benefits: Competitive salary, gym membership, birthday off, and fun team events.
- Other info: Enjoy a vibrant work culture with excellent growth opportunities.
- Why this job: Join a dynamic team and kickstart your IT career with paid certifications.
- Qualifications: 1-2 years IT support experience and relevant Microsoft certifications required.
The predicted salary is between 28000 - 30000 £ per year.
Salary: £28,000 - £30,000. Location: London – Hybrid.
We are recruiting for multiple 1st Line Support Engineers at a leading IT Managed Service Provider (MSP).
Job Overview
A 1st Line Support Engineer will support and resolve customer technical issues, take a proactive stance in improving managed services and effective problem management. 5 days in office during the 6‑month probation period and then hybrid thereafter. Exams towards relevant certifications fully paid by client.
Benefits
- Hours: 7.5 hours a day on a fortnightly shift pattern (8 am‑4:30 pm, 9 am‑5:30 pm or 9:30 am‑6 pm).
- Holidays: 20 days per year plus bank holidays; after 3 years continuous service an extra day up to 25 days.
- Birthday off work (from 2025).
- 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.
Qualifications
- Must have 1‑2 years experience within an IT Support role with an IT MSP or consultancy providing support to external customers, and Microsoft Fundamental certificates like AZ104, SC100, or M100.
Experience
- MSP background.
- 1‑2 years proven experience in an IT support role.
- Experience working to an ITIL framework in a service desk capacity.
- Microsoft Windows Server.
- 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.
Personal Skills
- 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.
Responsibilities
- Provide a professional and customer‑focused service through the life cycle of each ticket; manage customer expectations by keeping customers informed of progress.
- Record 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.
- Coordinate with third‑party suppliers where necessary, logging tickets and acting as a central point of contact.
- Monitor and track incidents, requests or problems, escalating where necessary to other resolver groups or line manager.
- Log and assign tickets and monitor workloads for other Service Desk team members.
1st Line Support Engineer employer: Gold Group
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 well-being. With comprehensive benefits including fully funded certification exams, generous holiday allowances, and engaging team events, we ensure our 1st Line Support Engineers thrive both professionally and personally in a supportive hybrid working environment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Gold Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Gold Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Gold Group!
✨Direct Apply to Gold Group
Let's not forget to apply directly through the Gold Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Gold Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Gold Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Gold Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
