1 st Line IT Engineer Location: Rotherham, South Yorkshire Salary: £27,000- £32,000 DuoCall is looking for an experienced and customer-focused 1st Line IT Engineer to join our Service Desk team based in Rotherham. You will be the first point of contact for customer support requests, responsible for diagnosing and resolving 1st line issues, escalating where appropriate, and contributing to the stability and continuous improvement of both internal and customer environments. Responsibilities: Customer support for all 1st line technical issues, acting as the first point of contact via phone, email and ticketing system using Halo PSA Log, manage, prioritize and update tickets accurately within the service desk system Supporting customers with Microsoft 365, 3rd Party applications as well as other tools Continually research, design and implement best practices across internal and managed customer environments Configuration and maintenance of internal and customer firewalls, as well as other networked equipment Maintenance and support of datacentre and cloud systems for internal and customer usage Continually research, design, and implement best practices across managed customer environments Identify recurring issues and potential service improvements Contribute to internal documentation and knowledge-base articles Technologies you will be exposed to: Firewalls & Networking SonicWall firewalls Cisco Meraki firewalls and wireless Ubiquiti UniFi and EdgeMAX switching and routing Operating Systems Windows Server (20082025) approximately 90% Linux (Ubuntu / CentOS) - approximately 10% Microsoft 365 Microsoft Azure Nagios monitoring Datacentre and cloud-hosted systems Skills Required: 12 years experience working for an MSP in a Service Desk environment Strong customer service and communication skills Experience using ticketing systems and CRM platforms Solid working knowledge of: Microsoft 365 Calm under pressure in a busy MSP environment Networking principles in a managed services environment Understanding of: Routing, switching, and wireless deployment Stateful firewall configuration and network access control policies Site-to-site and point-to-site VPNs WAN and LAN technologies (e.g. PPP, Static IP, DHCP) Core network protocols (DNS, SMTP, HTTP, etc.) Desirable Skills: APIs, scripting, and automation Windows desktop and Windows Server SQL databases Microsoft Azure or other cloud platforms Virtualisation technologies (Hyper-V and VMware) SDN technologies (e.g. UniFi or Meraki) Physical networking technologies: Ethernet and fibre cabling Patching, cabinet layout, and racking Benefits: 22 Days Holiday (Rising to 25 days after 5 years service) Birthday Day Off Buy Holiday Scheme Career Development and Progression Opportunities Employee Assistance Programme Enhanced Company Sick Pay Discounted Retail Vouchers Health Care Benefit Reduced Gym Membership SCG Mobile Benefit Employee Referral Bonus Annual Salary Reviews Pension Scheme Charity Events SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.