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- Tasks: Provide top-notch customer support for 1st line IT issues and help improve tech environments.
- 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 perks!
- Other info: Great opportunities for growth in a supportive and inclusive environment.
- Why this job: Kickstart your IT career while making a real difference for customers every day.
- Qualifications: Experience in customer service and a passion for technology are key.
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:
- 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 Humber employer: Southern Communications Ltd
Contact Detail:
Southern Communications Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Engineer in Humber
✨Tip Number 1
Get your networking game on! Reach out to current employees at DuoCall or similar companies on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Practice makes perfect! Before any interviews, run through common IT support scenarios. This will help you feel more confident when discussing how you'd handle customer issues.
✨Tip Number 3
Show off your skills! If you’ve worked with Microsoft 365 or firewalls, prepare to share specific examples of how you’ve tackled challenges in those areas. Real-life stories resonate well!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team.
We think you need these skills to ace 1st Line IT Engineer in Humber
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. We want to see how your skills match what we're looking for!
Craft a Compelling 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. Don’t forget to mention your customer service skills and any specific experiences that relate to the job.
Show Off Your Technical Skills: In your application, be sure to showcase your technical know-how. Mention your familiarity with firewalls, networking principles, and any experience with cloud systems. We love seeing candidates who are proactive about their learning and development!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy to do!
How to prepare for a job interview at Southern Communications Ltd
✨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, as this will show your practical experience.
✨Customer Service Focus
Since this role is all about customer support, prepare examples that highlight your strong communication skills and ability to handle pressure. Think of specific situations where you resolved a customer's issue effectively and how you maintained a positive attitude.
✨Familiarise with Ticketing Systems
Get comfortable with ticketing systems like Halo PSA. If you have experience with similar platforms, be ready to explain how you managed and prioritised tickets in your previous roles. This will demonstrate your readiness to hit the ground running.
✨Show Initiative for Improvement
Think of ways you've contributed to process improvements in past positions. Be prepared to discuss any recurring issues you've identified and how you proposed solutions. This shows that you're proactive and committed to continuous improvement.