1st Line IT Support Engineer - Desktop, SaaS, Applications - Hybrid
Location: Sheffield, England, United Kingdom
Austin Banks Recruitment provided pay range: This range is provided by Austin Banks Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range: Direct message the job poster from Austin Banks Recruitment
As a 1st line Help Desk Engineer, you will be the first point of contact for customers experiencing IT, telephony, security or network issues. You will provide friendly, efficient support, resolve or escalate incidents, maintain high standards of customer service, and help ensure our clients’ IT systems stay up and running.
* 4-day workweek with alternating Mondays/Fridays off
* Enhanced maternity and paternity
* Free on-site parking
* Sick pay
* Access to SmartHealth
* Regular team events and social gatherings
Responsibilities
* Receive, triage, log and manage support calls, emails and tickets via our Help Desk portal.
* Provide first-line diagnostics and resolution of user issues (hardware, software, telephony, connectivity).
* Assist customers with setup and configuration of PCs, laptops, mobile devices, printers, peripherals.
* Create and maintain user accounts, permissions and access in systems.
* Handle password resets, user on/off-boarding, software installs, updates and patching.
* Escalate unresolved or complex issues to 2nd Line or relevant teams with full documentation and context.
* Meet agreed Service Level Agreements (SLAs) for response and resolution times.
* Maintain clear and accurate ticket records, status updates and handovers.
* Provide excellent customer service, communicate clearly, and manage stakeholder expectations.
* Contribute to knowledge-based articles and documentation for recurring issues.
* Occasional onsite visits might be required (depending on client base).
Qualifications
* Previous experience in a 1st line help desk or IT support role (ideally in a managed services environment).
* Good working knowledge of Microsoft 365 and Azure AD, Windows Server.
* Basic telephony/VoIP support awareness.
* Strong customer service skills, ability to communicate technical information to non-technical users.
* Good problem‑solving skills, ability to prioritise and escalated appropriately.
* Comfortable working within SLAs and to process.
* Able to work independently and as part of a team.
* A positive, can‑do attitude and willingness to learn.
* Experience in MSP environments.
* Exposure to CCTV, access control, or VoIP systems.
* Familiarity with Hyper‑V or VMware.
* PowerShell scripting experience.
Seniority level
Entry level
Employment type
Full‑time
Job function
Information Technology
Industries
IT Services and IT Consulting
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