IT Support Engineer, 1st Line

Job Title: IT Support Engineer, 1st Line

Department: Service Desk

Reporting to: Service Desk Manager

Location: London, UK

Type: Full-time

Start Date: As Soon As Possible

Benefits

• Pension Contributions
• Team Bonus
• Private Health Care
• Flexible Working
• and more

Right to Work in the UK: Must have the right to work and live in the UK

Company Overview

NVOY Technologies is a forward-thinking IT Managed Services Provider (MSP) delivering agile, and scalable technology solutions to fast-growing businesses. Our mission is to empower customers with world class IT services, ensuring a seamless, secure, and innovative digital workspace.

We specialise in supporting dynamic companies with 25 - 200+ employees, helping them scale by managing IT support and infrastructure while enhancing security and operational efficiency. Headquartered in London, our team embraces hybrid working as a core part of our culture and client offering.

Role Overview

The First Line Engineer is the first point of contact for our clients requiring IT support. They are responsible for handling customer requests, incidents, and service enquiries via phone, and the ticketing system, while ensuring a professional, customer-focused experience. M aintaining key procedures, standardisation, and documentation, such as asset registers or knowledge-based articles (both internally and externally). They play a vital role in ensuring issues are logged, triaged, and resolved efficiently, where possible, whilst maintaining clear communication with customers throughout the support journey.

Primary Role Responsibilities

• Act as the professional first point of contact for customers seeking assistance via phone, and portal
• Be empathetic towards our customers
• Monitor Service Desk queues to ensure incidents and requests are responded to and resolved within agreed Service Level Agreements (SLAs)
• Ensuring all IT Support Requests are logged and triaged within our ticketing system
• Provide first-line troubleshooting and resolution for hardware, software, mobile device, and Microsoft 365 and Google Workspace issues
• Deliver excellent customer service by maintaining regular communication and providing timely updates on incidents and requests
• Escalate unresolved or complex technical issues to the appropriate 2nd Line engineer, ensuring all relevant information is documented
• Manage user admin account tasks, such as password resets, account provision/deprovision, access requests, and permissions changes
• Support the provisioning, configuration, and deployment of laptops, desktops, mobile devices, and peripherals
• Maintain and update asset registers and other operational records to ensure data accuracy

Overview of Tasks and Responsibilities

• Provide any supporting reports to stakeholders as and when required
• Answering incoming calls in the first instance by phone or email
• Have a sympathetic and understanding approach to all service users
• Produce any follow up actions and elevate as necessary within the business
• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA
• Maintain a log of any software or hardware problems detected
• To take ownership of user problems and be proactive when dealing with user issues
• Support users in the use of computer equipment as and when needed
• To log all tickets through our ticketing system
• To allocate more complex service issues to the 2nd line IT engineers
• Respond to enquiries from clients and help them resolve any hardware or software problems

Skills & Experience

• Must have worked in a customer-facing role for 1+ years
• Be familiar with ticket systems, logging and remote management and monitoring processes
• Able to use basic Microsoft applications, such as Word, Excel etc

In addition, any of the following would be advantageous:

• Google Workspace
• Previous experience working for an IT managed services provider (MSP)

Location & Travel

Hybrid working model (remote with office/client site visits as required). Monday (NVOY Office in Farringdon), Tuesday & Wednesday (Client Office), Thursday & Friday (Working from Home)