At a Glance
- Tasks: Provide 1st line IT support and resolve technical issues for customers and users.
- Company: Join Layer8, a dynamic team focused on continual improvement and personal development.
- Benefits: Gain valuable experience, enhance your skills, and enjoy a supportive work environment.
- Other info: Opportunity to grow within a busy team and develop technical capabilities.
- Why this job: Kickstart your IT career while making a real difference in customer service.
- Qualifications: Strong communication skills and a willingness to learn are essential.
The predicted salary is between 25000 - 32000 £ per year.
Working within the Layer8 Service Desk team, you will provide 1st line IT support to customers and internal users, delivering professional, friendly and efficient technical assistance across a range of technologies. You will be responsible for resolving day-to-day incidents and requests, maintaining accurate ticket records and escalating issues to 2nd or 3rd line support where required. The role requires strong communication, a willingness to learn and a commitment to delivering excellent customer service. Layer8 operates using ITIL-based service management principles with a strong focus on continual service improvement, knowledge sharing and personal development. Engineers are encouraged to learn from escalated incidents, use internal knowledge bases and training resources and become an active part of the solution.
Responsibilities
- Respond to customer incidents, service requests and technical queries via phone, email and ticketing systems.
- Provide 1st line support for Windows devices, Microsoft 365, user accounts, printers, mobile devices and standard business applications.
- Accurately log, prioritise and manage support tickets in line with service desk procedures.
- Escalate complex issues to 2nd or 3rd line support with clear troubleshooting notes and supporting information.
- Maintain regular communication with customers and provide updates on ticket progress.
- Assist with device builds, onboarding/offboarding users, asset management and stock control.
- Follow documented processes, contribute to knowledge base documentation and support continual service improvement initiatives.
- Learn from escalated incidents and actively develop technical capability through training and shared knowledge.
Requirements and Qualifications
Person Specification
- Strong communication and customer service skills.
- Good understanding of Windows operating systems and Microsoft 365.
- Logical approach to troubleshooting and problem solving.
- Ability to follow procedures and maintain accurate documentation.
- Positive attitude with a willingness to learn and improve.
- Ability to work effectively within a busy team environment.
- Basic understanding of networking concepts including TCP/IP, Wi‑Fi and DNS.
- Awareness of ITIL v3 service management principles desirable.
Qualifications
Essential
- GCSE (or equivalent) in English and Mathematics.
- Relevant IT qualification, certification or demonstrable technical experience.
Desirable
- Experience working within an IT support or MSP environment.
- Microsoft, CompTIA or ITIL certifications.
- Basic experience with Microsoft 365 administration and endpoint support.
- Full UK Driving Licence.
1st Line Support Engineer – Layer8 employer: Spencer Group
Layer8 is an exceptional employer that prioritises employee growth and development within a supportive and collaborative work culture. As a 1st Line Support Engineer, you will benefit from ongoing training opportunities, a commitment to continual service improvement, and the chance to work with a diverse range of technologies in a dynamic team environment. Located in a vibrant area, Layer8 fosters a positive atmosphere where your contributions are valued, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer – Layer8
✨Tip Number 1
Get your tech skills sharp! Brush up on Windows, Microsoft 365, and basic networking concepts. The more confident you are with these tools, the better you'll perform in interviews.
✨Tip Number 2
Practice your communication skills! Since this role is all about providing excellent customer service, try role-playing common support scenarios with a friend to get comfortable explaining technical issues clearly.
✨Tip Number 3
Show your enthusiasm for learning! During interviews, share examples of how you've tackled challenges or learned new skills. This will demonstrate your commitment to personal development, which Layer8 values.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Layer8 team and ready to dive into the world of IT support.
We think you need these skills to ace 1st Line Support Engineer – Layer8
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the 1st Line Support Engineer role. Highlight your customer service skills and any relevant IT qualifications or experiences that show you can handle technical queries.
Craft a Friendly Cover Letter:Your cover letter is your chance to show off your personality! Keep it professional but friendly, and explain why you're excited about joining the Layer8 Service Desk team. Mention your willingness to learn and how you can contribute to excellent customer service.
Showcase Your Technical Skills:In your application, don’t forget to mention your understanding of Windows operating systems, Microsoft 365, and any troubleshooting experience. We want to see that you have a logical approach to problem-solving and can follow procedures effectively.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, it shows you’re serious about joining us!
How to prepare for a job interview at Spencer Group
✨Know Your Tech Basics
Make sure you brush up on your knowledge of Windows operating systems and Microsoft 365. Be ready to discuss how you've used these technologies in the past, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tools but can also handle common issues.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Think about examples where you've successfully communicated with customers or team members, especially when resolving issues. This will highlight your strong communication skills and customer service focus.
✨Demonstrate Your Problem-Solving Approach
Prepare to talk through your logical approach to troubleshooting. You might be asked to solve a hypothetical problem during the interview, so think about how you would break down an issue step-by-step. This will showcase your analytical skills and ability to follow procedures.
✨Emphasise Your Willingness to Learn
Layer8 values continual improvement, so be ready to discuss how you’ve actively sought out learning opportunities in the past. Mention any relevant certifications or training you've pursued, and express your enthusiasm for developing your skills further within the company.
