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- Tasks: Provide 1st line technical support and troubleshoot IT issues.
- Company: Join a leading UK IT services provider with a strong reputation and accolades.
- Benefits: Enjoy paid certifications, dental and health benefits, plus a competitive salary.
- Why this job: Be part of a high-calibre team dedicated to customer satisfaction and professional growth.
- Qualifications: Experience in customer service or IT support, with solid IT systems knowledge required.
- Other info: Work in a dynamic environment with opportunities for learning and development.
The predicted salary is between 24000 - 42000 £ per year.
Are you looking for an exciting new opportunity? Join a leading UK channel-only IT services provider, backed by Ingram Micro and headquartered in Northwich, Cheshire. Established in 2002, this organisation delivers comprehensive support ranging from design and installation to ongoing and managed services, exclusively through partner resellers, ensuring it never competes directly with end clients.
With nearly 200 professionals supporting over 850 partners and maintaining more than 30,000 active support contracts, they offer vendor-agnostic maintenance, cloud platforms, and lifecycle management backed by world-class infrastructure. Renowned for their high-calibre team and dedication to going the extra mile, the company earned accolades such as the 2023 CRN Services Provider of the Year and holds prestigious accreditations from Cisco, Microsoft, VMware, ISO, and CREST.
If you would like to learn more about this opportunity, feel free to reach out and apply today!
Key Responsibilities:
- Deliver 1st line technical support, logging and categorising service tickets.
- Troubleshoot and resolve issues within scope, escalating complex problems as needed.
- Maintain regular client communication and manage incidents through to resolution.
- Ensure resolution of incidents within SLA targets and contribute to high customer satisfaction (CSAT).
- Monitor systems proactively and report faults using tools such as LogicMonitor.
- Liaise with external vendors (e.g., Openreach) for co-op calls and escalations.
- Support network products such as DSL, FTTC, EFM, EAD, and MPLS connections.
- Ensure compliance with ISO9001, GDPR, and internal business and information security frameworks.
Required Skills/Qualifications:
- Previous experience in a Customer Service, Helpdesk, or IT Service Desk role.
- Solid understanding of IT systems and troubleshooting methods.
- Familiarity with Microsoft Office and ITSM platforms.
- Experience with Cisco and Draytek routers; ability to diagnose faults across WAN services.
- Understanding of ITIL best practices.
- Strong communication and organisational skills, with the ability to work under pressure.
Benefits:
- Certs paid for
- Dental
- Health
Salary:
- £30,000 per annum
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1st Line Support Engineer - Systems Integrator employer: Hamilton Barnes Associates Limited
Contact Detail:
Hamilton Barnes Associates Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer - Systems Integrator
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Cisco and Draytek routers. Having hands-on experience or even just a solid understanding of these systems can set you apart during the interview process.
✨Tip Number 2
Brush up on your ITIL knowledge, as this role requires an understanding of best practices. Being able to discuss how you've applied ITIL principles in past roles will demonstrate your capability to manage incidents effectively.
✨Tip Number 3
Prepare for potential scenario-based questions that assess your troubleshooting skills. Think of examples where you've successfully resolved technical issues under pressure, as this will showcase your problem-solving abilities.
✨Tip Number 4
Since communication is key in this role, practice articulating your thoughts clearly and concisely. You might be asked to explain complex technical issues to non-technical clients, so demonstrating your ability to simplify jargon will be beneficial.
We think you need these skills to ace 1st Line Support Engineer - Systems Integrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, helpdesk, or IT service desk roles. Emphasise your understanding of IT systems and troubleshooting methods, as well as any familiarity with Microsoft Office and ITSM platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to deliver excellent customer service. Mention specific examples of how you've resolved technical issues in the past and how you can contribute to maintaining high customer satisfaction.
Highlight Relevant Skills: In your application, clearly outline your skills related to the job description, such as experience with Cisco and Draytek routers, knowledge of WAN services, and understanding of ITIL best practices. This will demonstrate your suitability for the role.
Proofread Your Application: Before submitting your application, take the time to proofread it 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 Hamilton Barnes Associates Limited
✨Know Your Technical Stuff
Make sure you brush up on your technical knowledge, especially around IT systems and troubleshooting methods. Be prepared to discuss your experience with Cisco and Draytek routers, as well as your understanding of WAN services.
✨Demonstrate Customer Service Skills
Since this role involves delivering 1st line support, be ready to showcase your customer service experience. Think of examples where you've successfully resolved issues or managed client communications effectively.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL best practices is crucial for this position. Be prepared to explain how you've applied these principles in previous roles, particularly in managing incidents and ensuring compliance with SLAs.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company and its operations. This shows your genuine interest in the role and helps you understand how you can contribute to their high customer satisfaction goals.
