Job Description
1st Line Support Engineer - Guildford
Location: Guildford
Type: Contract (6 months)
Salary: Negotiable depending on experience
I'm currently recruiting for a well-established IT provider based in Guildford who are looking for a 1st Line Support Engineer to join their growing team.
This is a great opportunity for someone with strong customer service skills and a real interest in IT support. You’ll be the first point of contact for users, helping to resolve a range of technical issues while delivering top-notch service.
What they’re looking for:
* Confident communication and telephone skills
* Excellent customer service background
* Solid understanding of Windows OS and Microsoft Office
* Good problem-solving and analytical skills
* Someone who works well under pressure and thrives in a team
Key Responsibilities:
* Act as the first point of contact for users, handling incoming calls and technical queries
* Accurately log all helpdesk submissions into the IT Service Desk tool, ensuring detailed notes of actions taken are recorded
* Carry out initial investigation of incidents via phone, email, or remote access tools, resolving or escalating issues as appropriate using standard fault-finding techniques
* Contribute to the development of standard operating procedures (SOPs) for common issues, helping streamline quick resolutions
* Monitor Service Desk email and phone systems, ensuring timely response to the Group’s DDI line
* Regularly review escalated tickets to ensure they are progressing within agreed Service Level Agreements (SLAs)
* Assist with general IT admin tasks, including documentation, procurement, and system housekeeping
* Carry out additional duties as directed by the Service Delivery Manager or Head of IT
They’re also really big on culture, and they’re after someone who can show accountability, work as part of 'one team’, keep customers and projects at the heart of what they do, and bring a bit of audacity to the role.
If you are interested in this role please apply!