1st 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.
Please make an application promptly if you are a good match for this role due to high levels of interest.
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. xsngvjr We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.