1st/2nd Line Support Engineer

Job Title: 1st Line / 2nd Line Support Engineer
Location: Cardiff (Office-Based)
Job Type: Full-Time | Office Hours
Salary: CIRCA £25,000 per annum plus benefits

We are looking for a proactive and technically skilled 1st Line / 2nd Line Support & Remote Monitoring Engineer to join a Helpdesk team at our Cardiff office. In this role, you will be the first point of contact for technical issues raised by clients and internal teams and play a vital part in maintaining the uptime and performance of critical systems through remote monitoring.
This is an excellent opportunity for someone early in their career or with a few years of experience, looking to expand their skills.

Key Responsibilities:

• Act as the first point of contact for technical issues via telephone, email, and fault-reporting tools.
• Monitor various systems (including CCTV, Customer Information Systems, and networking tools like SolarWinds) to identify and respond to alerts and issues.
• Troubleshoot and resolve basic hardware, software, and networking problems.
• Escalate complex technical problems to 2nd or 3rd line support teams when necessary.
• Log issues and resolutions accurately in fault monitoring systems.
• Perform regular system health checks and scheduled maintenance.
• Assist with onboarding and configuring new devices into monitoring platforms.
• Maintain and update the IT asset database.
• Deliver excellent customer service and maintain strong communication throughout issue resolution.
• Adhere to SLAs and follow standard operating procedures.

Key Skills and Qualifications:

• Experience in an IT support or technical maintenance helpdesk environment.
• Familiarity with remote monitoring tools (e.g. Hanwha CCTV, Worldline LICC, SolarWinds).
• Good understanding of Windows OS and Microsoft Office 365.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to prioritise tasks and manage workload independently in a busy setting.
• IT certifications are an advantage but not essential.

What's on offer

• Salary CIRCA £25,000 depending on experience.
• Office-based role in a supportive, collaborative Cardiff team.
• Opportunities for training and career progression.