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- Tasks: Provide first-line technical support and resolve IT incidents for customers.
- Company: Dynamic Managed Services provider focused on customer satisfaction.
- Benefits: 25 days holiday, private medical cover, and enhanced pension contributions.
- Why this job: Join a fast-paced environment and make a real difference in customer experiences.
- Qualifications: 1-2 years IT experience with strong troubleshooting and communication skills.
- Other info: Flexible shift patterns and opportunities for professional growth.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for an experienced and customer-focused IT Service Desk Analyst to act as the first point of contact for IT Incidents and Service Requests. You will take ownership of customer issues from initial logging through to resolution, ensuring excellent service delivery in line with agreed Service Level Agreements (SLAs). This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys problem-solving, and is passionate about delivering a positive customer experience while aiming for first-contact resolution wherever possible.
Normal Hours of Work: Monday to Sunday, 24x7x365 Shift Rota. 4 days on, 4 days off, 4 nights on, 4 days off. Shifts will be 12 hours.
Key Responsibilities- Provide first-line technical support via telephone and remote tools
- Monitor alerts from proactive monitoring systems and manage events accordingly
- Liaise with vendors and suppliers, acting as a central communication point
- Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
- Maintain and update the knowledge base and internal documentation
- Administer IT systems, including user account creation and updates
- Participate in out-of-hours support, on-call, or overtime when required
- 1–2 years’ experience working in IT, ideally within a Managed Services environment
- Experience supporting:
- Windows 7 / 10 / 11
- Microsoft Active Directory
- Exchange / Office 365
- Microsoft Desktop and Server Infrastructure
- Experience with ITSM tools (e.g. ServiceNow)
- Azure platform experience or Azure Fundamentals certification
- Networking or cloud certifications
- Customer-focused with a commitment to service excellence
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team
- Highly organised with excellent attention to detail
- Proactive and eager to learn and develop
- Professional, reliable, and able to work under pressure
- Enhanced holiday allowance – 25 days annual leave plus bank holidays.
- Holiday Purchase Scheme – option to buy up to 10 additional days each year.
- Volunteering day once a year which can be used to volunteer for a registered charity of your choice.
- Enhanced Employer Pension Contributions – 5% employer contribution.
- Private Medical Cover EV Salary Sacrifice Scheme.
- Enhanced Family-Friendly Policies.
1st Line Support Engineer in Thatcham employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer in Thatcham
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Windows, Active Directory, and remote support tools. The more confident you are in these areas, the better you'll handle those tricky customer queries.
✨Tip Number 2
Practice your communication skills! Role-play with a friend or family member to simulate customer interactions. Being able to explain technical issues in simple terms can really set you apart during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace 1st Line Support Engineer in Thatcham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support, especially in a Managed Services environment. We want to see how your skills match the job description, so don’t be shy about showcasing your knowledge of Windows, Active Directory, and any relevant tools you've used.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and problem-solving. We love candidates who can convey their enthusiasm for the role and how they can contribute to our team.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your excellent communication skills. Whether it’s through your CV or cover letter, we want to see that you can articulate your thoughts clearly and professionally.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive, which is a quality we value!
How to prepare for a job interview at Roc Technologies
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows operating systems, Active Directory, and Office 365. Be ready to discuss your experience with these tools and how you've used them in past roles.
✨Show Off Your Customer Service Skills
Since this role is all about delivering excellent customer service, prepare examples of how you've handled customer issues in the past. Think about times when you turned a negative experience into a positive one.
✨Practice Problem-Solving Scenarios
Expect to be asked about how you would handle specific IT incidents. Practise common troubleshooting scenarios and be ready to explain your thought process clearly and logically during the interview.
✨Demonstrate Your Team Spirit
This position requires collaboration with Field Engineers and vendors, so highlight your ability to work well in a team. Share experiences where you successfully collaborated with others to resolve issues or improve processes.
