Level1 IT Support Engineer, 5C Services, Newbridge-on-Wye

Job Summary

This is a fantastic opportunity for an individual at the beginning of their career looking to take the next step and progress with a rapidly growing company.

Our 1st line engineers are responsible for providing technical support to our customers remotely as well as on sites across England and Wales.

Your duties will include troubleshooting issues, installation of business solutions with Microsoft and other products, resolving support queries and identifying the root cause of an issue to deliver a solution.

This role requires a highly motivated, focused, and ambitious individual who is technically minded, wishing to utilise and grow their skills and knowledge.

You will be part of a team of engineers who are passionate about IT and have a great mix of skills and experiences that they want to share with you.

To be successful you will have a passion for IT and good troubleshooting and problem‑solving skills with a strong focus on high quality standards and excellent attention to detail.

• Location and Application Notes
• This position will be based in our new office in Newbridge-on-Wye.
• We are not accepting applications via recruitment agencies for this role.
• Applicants must have the right to live and work in the UK. Sponsorship is not available.

Responsibilities

• To provide professional first‑line support and advice to customers.
• Manage own workload and monitor incidents to resolution in line with our processes and best practices.
• Ensure customer calls are managed efficiently and recorded on the system, resolving within agreed SLA’s.
• Escalate calls accurately and within the appropriate time frame when required.
• Manage client expectations effectively and maintain the highest service levels.
• Troubleshoot and diagnose IT hardware and software faults.
• Install, support and maintain new hardware and software.
• Undertake routine preventative measures and implement, maintain and monitor network security.
• Collaborate closely with other departments, organisations and IT staff.
• Manage implemented backup procedures and resolve any faults and errors.
• Research, test and evaluate new technology.

Requirements And Skills

• Basic Active Directory and Microsoft 365 management understanding.
• Microsoft Office troubleshooting knowledge.
• Microsoft Windows 10–11 knowledge.
• Basic Mac OS understanding; knowledge would be advantageous.
• Basic knowledge of networking protocols (DNS, DHCP).
• Good knowledge of IT hardware/software and excellent PC skills.
• Excellent verbal and written communication.
• Previous knowledge working on a Help Desk or Service Desk would be an advantage.
• Ability and willingness to share knowledge across the team to aid learning and proficiency.
• Identify IT systems issues/outages and escalates where required to meet SLA targets quickly and efficiently.
• Effectively manage own time and workloads.
• Maintain a professional manner under pressure.
• Highly responsive when required, with a strong sense of urgency and commitment to follow through.
• Build and maintain effective and productive working relationships with colleagues, clients and third parties.
• Flexibility and willingness to work outside normal office hours.
• Knowledge and understanding of confidentiality.
• A current full driving licence would be desirable as engineers travel to customer sites.
• Willingness to travel regularly to meet customers.
• Willingness to increase your knowledge base of IT through home‑studying/Higher Education courses.
• Key Benefits
• 30 days holiday including bank holidays.
• Company pension.
• Full support towards further training and development in areas of interest.
• Use of company car for business travel.
• Games room on site.
• Tea and coffee on tap.
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