1st Line Engineer, Thatcham
We are looking for an experienced and customer-focused IT Service Desk Analyst to act as the first point of contact for IT Incidents and Service Requests. You will take ownership of customer issues from initial logging through to resolution, ensuring excellent service delivery in line with agreed Service Level Agreements (SLAs).
This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys problem-solving, and is passionate about delivering a positive customer experience while aiming for first-contact resolution wherever possible.
Normal Hours of Work: Monday to Sunday, 24x7x365 Shift Rota. 4 days on, 4 days off, 4 nights on, 4 days off. Shifts will be 12 hours
Key Responsibilities
* Provide first-line technical support via telephone and remote tools
* Monitor alerts from proactive monitoring systems and manage events accordingly
* Liaise with vendors and suppliers, acting as a central communication point
* Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
* Maintain and update the knowledge base and internal documentation
* Administer IT systems, including user account creation and updates
* Participate in out-of-hours support, on-call, or overtime when required
Essential Skills & Experience
* 1–2 years’ experience working in IT, ideally within a Managed Services environment
* Experience supporting:
* Windows 7 / 10 / 11
* Microsoft Active Directory
* Exchange / Office 365
* Microsoft Desktop and Server Infrastructure
* Basic networking knowledge (Juniper, MIST, Aruba, Fortinet)
* Experience with remote support tools
* Strong incident triage and troubleshooting skills
* Excellent communication and customer service skills
Desirable Skills & Experience
* Experience with ITSM tools (e.g. ServiceNow)
* Azure platform experience or Azure Fundamentals certification
* Networking or cloud certifications
Key Attributes
* Customer-focused with a commitment to service excellence
* Strong analytical and problem-solving skills
* Ability to work independently and as part of a team
* Highly organised with excellent attention to detail
* Proactive and eager to learn and develop
* Professional, reliable, and able to work under pressure
What We Offer:
Enhanced holiday allowance – 25 days annual leave plus bank holidays.
Holiday Purchase Scheme – option to buy up to 10 additional days each year.
Volunteering day once a year which can be used to volunteer for a registered charity of your choice.
Enhanced Employer Pension Contributions – 5% employer contribution.
Private Medical Cover
EV Salary Sacrifice Scheme.
Enhanced Family-Friendly Policies