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- Tasks: Provide top-notch customer support for 1st line IT issues and enhance service stability.
- Company: Join DuoCall, a dynamic tech company in Rotherham with a focus on innovation.
- Benefits: Enjoy 22 days holiday, career development, and health benefits.
- Other info: Great opportunities for growth and a supportive work environment.
- Why this job: Kickstart your IT career while making a real difference for customers.
- Qualifications: Experience in customer service and knowledge of Microsoft 365 required.
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.
- 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.
Locations
1st Line IT Engineer in Rotherham, Yorkshire 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 Rotherham, Yorkshire
✨Tip Number 1
Get to know the company inside out! Research DuoCall's values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Since you'll be dealing with Microsoft 365 and networking issues, brush up on those areas. You might even want to set up a mock service desk scenario with friends to get comfortable with troubleshooting.
✨Tip Number 3
Prepare for common interview questions! Think about how you'd handle specific customer scenarios or technical problems. We all know that demonstrating your problem-solving skills can really make you stand out.
✨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 proactive and keen to join the team at DuoCall.
We think you need these skills to ace 1st Line IT Engineer in Rotherham, Yorkshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer support and technical skills relevant to the 1st Line IT Engineer role. We want to see how your background aligns with what we're looking for, so don’t be shy about showcasing your achievements!
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 you can contribute to our Service Desk team. We love hearing personal stories that connect your experience to our mission.
Show Off Your Technical Skills: Be sure to mention your familiarity with Microsoft 365, networking principles, and any ticketing systems you've used. We’re keen on candidates who can hit the ground running, so let us know what tools you’re comfortable with!
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’s super easy – just follow the prompts and you’ll be all set!
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 of how you've handled customer issues in the past. Think about times when you went above and beyond to resolve a problem or improve a customer's experience.
✨Ticketing System Savvy
Familiarise yourself with ticketing systems like Halo PSA. If you have experience with similar platforms, be prepared to explain how you managed and prioritised tickets effectively in your previous roles.
✨Stay Calm Under Pressure
The interviewers will likely want to know how you handle stressful situations. Prepare a few scenarios where you successfully managed high-pressure situations, particularly in a busy MSP environment, to demonstrate your resilience and problem-solving skills.