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- Tasks: Provide 1st line IT support and troubleshoot technical issues for customers.
- Company: Join a dynamic team focused on delivering top-notch technical support for MSP partners.
- Benefits: Enjoy a hybrid work model with mentorship and support for professional certifications.
- Why this job: Grow your tech skills in a fast-paced environment while helping others solve their tech problems.
- Qualifications: Ideal candidates have IT Helpdesk experience; MSP experience is a bonus.
- Other info: Work with technologies like Windows 10, Office 365, and more!
The predicted salary is between 30000 - 42000 £ per year.
First Line Support Engineer – Hybrid (After training – 2 days office / 3 days home)
What’s this role about?
As a First line engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support.
Growth is important to us; your role will include being mentored by seniors to develop the skills necessary to progress from a 1st line engineer to a 2nd line. We will also provide support and assistance in obtaining professional certifications.
MSP experience would be a bonus; if not, an IT Helpdesk / remote support background is a big plus.
What will I get up to day to day?
You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer.
Your Everyday Focus Will Include
- Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
- Windows 10.
- Office 365.
- Microsoft Office.
- Printers and Scanners.
- Various customer applications.
- Basic administration of Windows Server 2016, 2019.
- Network troubleshooting.
- Using our PSA platform to log and respond to support tickets.
- Identifying and escalating higher-level issues to a senior engineer.
- Being a people person, delivering support in a friendly and positive manner.
- Great communication skills, both verbally and in writing will be expected.
What gets me the competitive edge?
Stand Out From The Pack With These Things
- Passion for technology and self-development.
- Experience working for a managed service provider.
- Knowledge of Autotask RMM or PSA.
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First Line Support / Helpdesk Engineer - Hybrid employer: Uptime Solutions
Contact Detail:
Uptime Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support / Helpdesk Engineer - Hybrid
✨Tip Number 1
Familiarize yourself with the technologies mentioned in the job description, such as Windows 10, Office 365, and basic Windows Server administration. Having hands-on experience or even just a solid understanding of these tools will help you stand out during the interview.
✨Tip Number 2
Highlight any previous experience you have in IT Helpdesk or remote support roles. Be prepared to discuss specific scenarios where you successfully troubleshot issues, as this will demonstrate your problem-solving skills and ability to work under pressure.
✨Tip Number 3
Show your passion for technology and self-development by mentioning any relevant certifications you are pursuing or plan to pursue. This will indicate your commitment to growth and learning, which is highly valued in this role.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since you'll be delivering support in a friendly manner, being able to clearly articulate technical issues and solutions will be crucial in making a positive impression on both customers and your team.
We think you need these skills to ace First Line Support / Helpdesk Engineer - Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially any roles related to helpdesk or managed service providers. Emphasize your technical skills with Windows 10, Office 365, and network troubleshooting.
Craft a Strong Cover Letter: In your cover letter, express your passion for technology and self-development. Mention how you are eager to learn and grow within the role, and highlight any specific experiences that demonstrate your problem-solving abilities.
Showcase Communication Skills: Since great communication is key for this role, ensure that your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've successfully communicated with clients or team members in the past.
Highlight Relevant Certifications: If you have any relevant certifications or training, be sure to mention them in your application. This could include IT-related certifications or courses that demonstrate your commitment to professional development.
How to prepare for a job interview at Uptime Solutions
✨Show Your Passion for Technology
Make sure to express your enthusiasm for technology during the interview. Share examples of how you've kept up with industry trends or any personal projects that showcase your skills.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've successfully troubleshot technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your analytical abilities.
✨Highlight Communication Skills
Since this role requires great communication, practice explaining technical concepts in simple terms. Be ready to demonstrate how you would interact with clients and handle support tickets effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's support processes, team dynamics, and opportunities for growth. This shows your interest in the role and helps you assess if it's the right fit for you.
