Information Technology Support Engineer

1st/2nd Line Engineer

Job Description:

We provide commercial 24x7 triage, 1st and 2nd line technical support on company and client systems, and on 3rd party vendor products.

Clients are a range of IT vendors and resellers, for whom we provide “in-sourced” skills & services.

The role is to provide first and some second-line support to just one of our customers, a large UK based MSP. You will be working as a dedicated resource for this customer which means you will be partially managed by us, and the customer as well. All work will be principally handled by phone, remote sessions, and email.

The focus of the support work is on client systems, connectivity, security, and managed service products. You will be required to:

• Respond to infrastructure-based alerts, following applicable runbooks
• Perform hardware break/fix activities while serving as the key liaison between customers and vendors to ensure smooth resolution
• Respond to Endpoint Detection and Response (EDR) alerts as part of the Security Operations Center (SOC), following established runbooks to validate false positives or take action to block active threats
• Help develop Knowledge Base articles as part of a new service take on that the customer is undertaking

It is essential that you can work under pressure and possess excellent customer service and communication skills, as well as a logical and methodical approach to troubleshooting.

Further background information on the company can be found on our web site However, please be aware that our services are split into two divisions, professional services, and technical support services. This role is part of the technical support service desk, which is not described in full due to commercial and client confidentiality (some clients choose not to disclose our business relationship).

Key Responsibilities:

• Provide triage, first-line support, second-line support and escalate helpdesk tickets for end customers, while adhering to specific SLAs.
• Proactively manage and monitor ticket queues, ensuring compliance with customer SLAs.
• Ensure all case-related documentation is clear, concise, and consistently updated in the helpdesk ticketing system.
• To handle monitoring alerts following defined KB processes.
• Continuously update end customers on the status of their issues.
• Participate in customer calls and keep them informed of any escalations or issues.
• Provide SOC based services by responding to Endpoint Detection and Response (EDR) alerts

Qualifications/Skills Required:

The ideal candidate should have a minimum of 2 years’ experience of technical support and some of the computing technologies as set out below.

However, we don’t expect you to have experience with everything, so even if you only have some of the skills, we’d still love to hear from you.

We are also interested to take on people without formal experience if they can demonstrate an aptitude and a passion for technology.

• A strong knowledge of Microsoft operating systems.
• A passion for IT and helping users, with a constant desire to learn and expand your expertise, is essential.
• The ability to work under pressure while multitasking is important.
• Excellent customer service and communication skills, along with a logical and methodical approach to troubleshooting.
• Flexibility in your work attitude, a willingness to contribute, and self-motivation for personal development and training are key.
• Strong analytical and problem-solving skills, with the ability to learn quickly and apply knowledge across different areas, are required.
• Enjoys working with customers and takes pride in resolving their issues, even when it can be challenging.
• We are seeking individuals who are passionate about technology, with great personalities, and who want to be part of a fun, long-term working environment where they can make a difference and enjoy the results.

Delivering Services 24x7:

As this role is for a new service take on for one specific customer of ours - we will be looking to use the following Rota, however, the exact start and finish time is subject to change from which is listed below.

24x7 Support Engineer rota cycle is as follows:

• 4-day duty cycle followed by 4-day rest period which alternates between days and nights

o 4 days of 8:30am to 8:30pm (UK Time)

o 4 days off

o 4 days of 8:30pm to 8:30am (UK Time)

o 4 days off

• Average of 42 worked hours per week– applicable shift allowance is already included in the base salary.