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For Companies At a Glance
- Tasks: Provide top-notch customer support for 1st line IT issues and troubleshoot like a pro.
- Company: Join DuoCall, a dynamic tech company in Rotherham with a focus on innovation.
- Benefits: Enjoy 22 days holiday, career development, health benefits, and more!
- Other info: Great opportunities for growth and a supportive team culture await you!
- Why this job: Kickstart your IT career and make a real difference in customer experiences.
- Qualifications: 1-2 years experience in a Service Desk environment and strong communication skills.
The predicted salary is between 27000 - 32000 £ per year.
DuoCall is looking for an experienced and customer‑focused 1st Line IT Engineer to join our Service Desk team based in Rotherham. You will be the first point of contact for customer support requests, responsible for diagnosing and resolving 1st line issues, escalating where appropriate, and contributing to the stability and continuous improvement of both internal and customer environments.
Responsibilities
- Customer support for all 1st line technical issues, acting as the first point of contact via phone, email and ticketing system using Halo PSA
- Log, manage, prioritize and update tickets accurately within the service desk system
- Supporting customers with Microsoft 365, 3rd Party applications as well as other tools
- Continually research, design and implement best practices across internal and managed customer environments
- Configuration and maintenance of internal and customer firewalls, as well as other networked equipment
- Maintenance and support of datacentre and cloud systems for internal and customer usage
- Identify recurring issues and potential service improvements
- Contribute to internal documentation and knowledge‑base articles
Technologies You Will Be Exposed To
- Firewalls & Networking
- SonicWall firewalls
- Cisco Meraki firewalls and wireless
- Ubiquiti UniFi and EdgeMAX switching and routing
- Operating Systems
- Windows Server (2008–2025) – approximately 90%
- Linux (Ubuntu / CentOS) – approximately 10%
- Microsoft 365
- Microsoft Azure
- Nagios monitoring
- Datacentre and cloud‑hosted systems
Skills Required
- 1–2 years’ experience working for an MSP in a Service Desk environment
- Strong customer service and communication skills
- Experience using ticketing systems and CRM platforms
- Solid working knowledge of Microsoft 365
- Calm under pressure in a busy MSP environment
- Networking principles in a managed services environment
Understanding Of
- Routing, switching, and wireless deployment
- Stateful firewall configuration and network access control policies
- Site‑to‑site and point‑to‑site VPNs
- WAN and LAN technologies (e.g. PPP, Static IP, DHCP)
- Core network protocols (DNS, SMTP, HTTP, etc.)
Desirable Skills
- APIs, scripting, and automation
- Windows desktop and Windows Server
- SQL databases
- Microsoft Azure or other cloud platforms
- Virtualisation technologies (Hyper‑V and VMware)
- SDN technologies (e.g. UniFi or Meraki)
- Physical networking technologies: Ethernet and fibre cabling
- Patching, cabinet layout, and racking
Benefits
- 22 Days Holiday (Rising to 25 days after 5 years’ service)
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Health Care Benefit
- Reduced Gym Membership
- SCG Mobile Benefit
- Employee Referral Bonus
- Annual Salary Reviews
- Pension Scheme
- Charity Events
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
1st Line IT Engineer in Sheffield employer: SCG Midlands
Contact Detail:
SCG Midlands Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Engineer in Sheffield
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on DuoCall. Understand their values, culture, and the tech they use. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Brush up on common IT support scenarios and be ready to demonstrate your problem-solving skills. You might get asked how you'd handle specific technical issues, so having a few examples up your sleeve can really impress.
✨Tip Number 3
Show off your customer service skills! As a 1st Line IT Engineer, you'll be the first point of contact for customers. Be prepared to discuss how you’ve handled difficult situations in the past and how you keep calm under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen to join the team at DuoCall. Let’s get you that job!
We think you need these skills to ace 1st Line IT Engineer in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line IT Engineer role. Highlight your experience with customer support, ticketing systems, and any relevant technologies like Microsoft 365 or firewalls. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it friendly and professional – we love a bit of personality!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've diagnosed and resolved technical issues in the past. We’re all about finding solutions, so let us know how you’ve contributed to stability and improvements in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at DuoCall!
How to prepare for a job interview at SCG Midlands
✨Know Your Tech
Brush up on your knowledge of the technologies mentioned in the job description, especially Microsoft 365 and networking principles. Be ready to discuss how you've used these tools in past roles or projects.
✨Customer Service Focus
Since this role is all about customer support, prepare examples that showcase your strong communication skills and ability to handle pressure. Think of specific situations where you resolved issues effectively for customers.
✨Familiarise with Ticketing Systems
Get comfortable with ticketing systems like Halo PSA. If you have experience with similar platforms, be prepared to explain how you managed and prioritised tickets in your previous roles.
✨Show Initiative
Demonstrate your proactive approach by discussing any best practices or improvements you've implemented in past positions. This shows you're not just reactive but also forward-thinking, which is crucial in a service desk environment.