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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, health benefits, and more!
- 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.
- Qualifications: Experience in customer service and knowledge of Microsoft 365 is essential.
The predicted salary is between 27000 - 32000 £ per year.
Location: Rotherham, South Yorkshire
Salary: £27,000- £32,000
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 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 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 the team.
✨Tip Number 2
Practice your communication skills! As a 1st Line IT Engineer, you'll be the first point of contact for customers. Role-play common scenarios with friends or family to build your confidence in handling support requests.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team at DuoCall.
We think you need these skills to ace 1st Line IT Engineer in Yorkshire
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 technical skills. We want to see how you fit into our team!
Show Off Your Communication Skills: Since you'll be the first point of contact for customers, it's crucial to showcase your strong communication skills. Use clear and concise language in your application to demonstrate your ability to explain technical issues simply.
Highlight Relevant Experience: Don’t forget to mention your experience with Microsoft 365, networking principles, and any other technologies listed in the job description. We love seeing candidates who have hands-on experience with the tools we use!
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 don’t miss out on any important updates from us!
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 difficult customer interactions. Think about times when you resolved issues under pressure and how you maintained a calm and professional demeanour.
✨Ticketing System Familiarity
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.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company’s approach to service improvement and internal documentation. This shows your interest in contributing to their processes and your eagerness to learn more about their environment.