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For Companies At a Glance
- Tasks: Provide first-line technical support via phone, email, and chat.
- Company: Join an award-winning IT consultancy known for its dynamic environment.
- Benefits: Enjoy a competitive salary, support for certifications, and excellent perks.
- Why this job: Perfect for tech enthusiasts eager to grow in a fast-paced consultancy.
- Qualifications: Experience in 1st Line Support; IT-related degree or certifications preferred.
- Other info: This is a fully onsite role, ideal for proactive problem solvers.
The predicted salary is between 25000 - 30000 £ per year.
An exciting opportunity has arisen to join an award-winning IT consultancy as a 1st Line Support Engineer. This client-facing role is ideal for a proactive and customer-oriented individual who thrives in dynamic environments and enjoys solving technical problems across a variety of industries.
As a Service Desk First Line Engineer, you will act as the first point of contact for clients, delivering technical support and troubleshooting assistance via phone, email, and chat. You'll play a key role in diagnosing and resolving IT issues efficiently while maintaining high standards of service delivery and professionalism.
This role requires someone who can manage competing priorities, work to tight deadlines, and consistently deliver an excellent support experience. If you’re looking to grow your technical expertise within a fast-paced consultancy setting, this is a fantastic opportunity to take the next step in your IT career.
Role & Responsibilities:
- Act as the first point of contact for technical support via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network issues, escalating when necessary.
- Log and track incidents and service requests in the ticketing system.
- Provide remote and on-site support for device setup, configuration, and user account management.
- Ensure timely resolution of issues in line with SLAs and communicate clearly with end-users.
- Contribute to documentation and knowledge base articles.
- Collaborate with other IT teams to support seamless service delivery.
Essential Skills & Experience:
- Experience in a 1st Line Support or Service Desk role.
- Strong troubleshooting skills across Windows, macOS, hardware, and basic networking.
- Excellent communication and customer service skills.
- Familiarity with ticketing systems and remote support tools.
- Ability to manage multiple tasks and work under pressure.
- Team player with strong documentation and problem-solving abilities.
- Flexible, adaptable, and eager to learn new technologies.
- IT-related degree or certifications (e.g., CompTIA A+, Microsoft) preferred.
Package:
- Salary up to £30,000
- Support with Certifications
- Many more excellent benefits
- Fully onsite based role
Locations
Contact Detail:
Intec Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Helpdesk Support Engineer
✨Tip Number 1
Familiarise yourself with common troubleshooting techniques for Windows and macOS, as well as basic networking concepts. Being able to demonstrate your knowledge in these areas during an interview will show that you're prepared and capable of handling the technical challenges of the role.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Since this role involves direct interaction with clients, being able to convey technical information clearly and effectively will set you apart from other candidates.
✨Tip Number 3
Get comfortable with ticketing systems and remote support tools. If you have experience with specific software, be ready to discuss it in detail, as this will demonstrate your readiness to hit the ground running in the role.
✨Tip Number 4
Show your eagerness to learn by researching the latest IT trends and technologies relevant to the consultancy sector. Mentioning your interest in continuous learning during the interview can highlight your proactive attitude and commitment to professional growth.
We think you need these skills to ace 1st Line Helpdesk Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st Line Support or Service Desk roles. Emphasise your troubleshooting skills, customer service experience, and familiarity with ticketing systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to thrive in dynamic environments. Mention specific examples of how you've successfully resolved technical issues in the past.
Highlight Relevant Skills: In your application, clearly outline your technical skills, such as knowledge of Windows, macOS, and basic networking. Also, mention any certifications you hold, like CompTIA A+ or Microsoft certifications.
Showcase Communication Skills: Since this role involves client interaction, demonstrate your excellent communication skills in your application. Provide examples of how you've effectively communicated with clients or team members in previous roles.
How to prepare for a job interview at Intec Select
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved technical issues in the past. Highlight your thought process and the steps you took to diagnose and fix problems, as this role heavily relies on strong troubleshooting abilities.
✨Demonstrate Excellent Communication
Since you'll be the first point of contact for clients, it's crucial to convey your communication skills. Practice explaining technical concepts in simple terms, and be ready to showcase your customer service experience during the interview.
✨Familiarise Yourself with Ticketing Systems
Research common ticketing systems used in IT support roles. If possible, mention any experience you have with these tools, as it shows you're proactive and understand the workflow of a Service Desk environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess how you would handle specific technical issues or customer interactions. Think through potential scenarios and formulate clear, structured responses to demonstrate your problem-solving approach.
