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- Tasks: Provide top-notch customer support for 1st line IT issues via phone, email, and ticketing.
- Company: Join DuoCall, a dynamic team in Rotherham focused on customer satisfaction.
- Benefits: Competitive salary, supportive work environment, and opportunities for growth.
- Other info: Be part of a team that values continuous improvement and innovation.
- Why this job: Kickstart your IT career while making a real difference for customers every day.
- Qualifications: Experience in customer support and a passion for technology.
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.
1st Line IT Engineer employer: Southern Communications
Contact Detail:
Southern Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Engineer
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on DuoCall. Check out their website and social media to understand their values and what they look for in a team member. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Brush up on common 1st line IT issues and how to resolve them. You might get asked about troubleshooting steps for Microsoft 365 or other tools. Being prepared will boost your confidence and show that you know your stuff!
✨Tip Number 3
Show off your customer service skills! Since you'll be the first point of contact for customers, think of examples where you've provided excellent support in the past. Share these stories during your interview to demonstrate your ability to handle customer queries effectively.
✨Tip Number 4
Apply through our website! We want to make it easy for you to join our team. By applying directly through StudySmarter, you’ll ensure your application gets the attention it deserves. Plus, it shows you're proactive and keen to be part of our community!
We think you need these skills to ace 1st Line IT Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with customer support and technical issues. We want to see how you've tackled similar challenges in the past, so don’t hold back on those relevant skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 1st Line IT Engineer role. Share specific examples of how you've helped customers and resolved issues effectively.
Showcase Your Communication Skills: As the first point of contact, communication is key! Make sure your application reflects your ability to communicate clearly and effectively, whether it’s through your writing or any previous customer interactions.
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!
How to prepare for a job interview at Southern Communications
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365 and any other tools mentioned in the job description. Be ready to discuss how you've used these technologies in past roles, as well as any troubleshooting techniques you’ve employed.
✨Practice Customer Interaction Scenarios
Since you'll be the first point of contact for customers, practice handling common support scenarios. Think about how you would explain technical issues in simple terms and how to maintain a calm and friendly demeanour, even under pressure.
✨Familiarise Yourself with Halo PSA
If you’re not already familiar with Halo PSA, take some time to learn about it. Understanding how ticketing systems work will show that you're proactive and ready to hit the ground running. You might even want to explore similar systems to get a feel for how they operate.
✨Show Your Problem-Solving Skills
Be prepared to discuss specific examples where you've diagnosed and resolved IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to improve processes.