Job Description
1st / 2nd Line Support Engineer
Location: High Wycombe (Office-based, occasional customer site visits)Salary: £24,000 - £34,000 DOE + Annual Bonus
About the Role
This is a fantastic opportunity for you, a 1 Line Support Engineer / or 1 and 2 Line support Engineer to join a thriving IT Support Company to provide first class support to their varied client base.
There is lots of opportunity for training and development and to move into a more dedicated 2 Line support position - and possible 3 line further down the line.
You'll act as the first point of contact for customer IT issues, providing high-quality technical support, troubleshooting a wide range of hardware, software, and networking problems, and escalating more complex cases as your experience grows.
This role is ideal for someone proactive, customer-focused, and keen to build a long-term career in IT support.
Key Responsibilities
* Serve as the first point of contact for IT support queries via phone, email, and ticketing system
* Log, update, and manage support tickets with accurate and detailed information
* Diagnose and resolve common hardware, software, OS, and network issues
* Communicate clearly with users of varying technical ability, including non-native English speakers
* Take ownership of tickets and ensure timely resolution within SLAs
* Work calmly under pressure and prioritise effectively
* Escalate recurring issues, trends, or complex cases to senior engineers
* Use remote support tools to troubleshoot efficiently
* Maintain internal documentation and follow established procedures
* Liaise with third-party suppliers when required
* Attend occasional customer site visits and represent the company professionally
Required Technical Skills
* Good understanding of computer hardware, operating systems, and basic networking (TCP/IP, DNS, DHCP)
* Experience supporting Windows and macOS devices
* Working knowledge of Microsoft 365, Exchange Online, Azure AD/Entra ID
* Experience using ticketing systems
* Ability to diagnose issues remotely and over the phone
* Strong written and verbal communication skills
* Ability to work independently and as part of a team
Desirable Skills
* 2+ years' experience in an IT Helpdesk or Technical Support role
* Customer-facing support experience
* Knowledge of ITIL best practices
* Experience with virtualisation technologies
* Basic scripting (PowerShell)
* Exposure to cyber security standards
* Additional languages
About you - if you have:
* Confidently handling 1st-line tickets independently within probation
* Consistently meeting SLA targets
* Positive feedback from customers and colleagues
* Gradual progression into 2nd-line responsibilities
* Demonstrating initiative and a proactive approach to learning
If you are an experienced 1 / 2 Line support Engineer and looking for the next challenge with training and career progression, then please send your CV to me today!