1st Line Service Desk Engineer
| Dyddiad hysbysebu: | 10 Mehefin 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £24,400 |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 10 Gorffennaf 2025 |
| Lleoliad: | Sheffield, S9 1RG |
| Cwmni: | Millgate Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 58 |
Crynodeb
Job Advert
Job Title: 1st Line Support Desk Engineer
Department: Service Desk
Location: Millgate Office, Vantage Drive, Sheffield, S9 1RG
Reports To: Head of Technical
Salary:
Contract Type: Full-Time, Permanent
Role Overview
We are seeking a proactive and customer-focused 1st Line Support Desk Engineer to join our growing IT MSP team. This role is ideal
for someone with a passion for technology and a desire to grow their technical skills in a supportive and fast-paced environment.
You will be the first point of contact for clients, providing initial support for a wide range of IT hardware and software
issues.
Key Responsibilities
* Act as the first point of contact for all incoming support requests via phone, email, and ticketing system.
* Log, categorise, and prioritise incidents and service requests in the ITSM system.
* Assign tickets from the unassigned queue to the appropriate team or engineer.
* Troubleshoot and resolve 1st line issues related to desktops, laptops, printers, mobile devices, and common software
applications (e.g., Microsoft 365, Windows OS).
* Escalate complex issues to 2nd or 3rd line support teams as necessary.
* Maintain clear and accurate documentation of all support activities and resolutions.
* Deliver excellent customer service and maintain a high level of client satisfaction.
Professional Development
* Participate in weekly proactive training sessions alongside 2nd and 3rd line engineers to build operational knowledge and
hands-on experience.
* Engage in structured vendor training programmes to gain certifications relevant to the role.
* Dedicate time to developing skills in Microsoft Azure and other cloud technologies as part of a long-term career progression
plan.
Essential Skills & Experience
* Previous experience in a 1st line IT support role or similar customer-facing technical position.
* Strong understanding of Windows operating systems and Microsoft 365 applications.
* Basic knowledge of networking principles (DNS, DHCP, TCP/IP).
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong organisational skills and attention to detail.
Desirable Qualifications
* CompTIA A+, Microsoft Fundamentals, or similar entry-level IT certifications.
* Experience working in an MSP or multi-client environment.
* Exposure to ticketing systems such as Ninja, Zoho or Connect Wise.
* Familiarity with Azure Active Directory and cloud-based services.
What We Offer
* A supportive and collaborative team environment.
* Clear career progression pathways into 2nd and 3rd line roles.
* Access to industry-recognised training and certification programmes.
* Flexible working arrangements and a healthy work-life balance.
* Regular team events and employee recognition schemes.
Job Title: 1st Line Support Desk Engineer
Department: Service Desk
Location: Millgate Office, Vantage Drive, Sheffield, S9 1RG
Reports To: Head of Technical
Salary:
Contract Type: Full-Time, Permanent
Role Overview
We are seeking a proactive and customer-focused 1st Line Support Desk Engineer to join our growing IT MSP team. This role is ideal
for someone with a passion for technology and a desire to grow their technical skills in a supportive and fast-paced environment.
You will be the first point of contact for clients, providing initial support for a wide range of IT hardware and software
issues.
Key Responsibilities
* Act as the first point of contact for all incoming support requests via phone, email, and ticketing system.
* Log, categorise, and prioritise incidents and service requests in the ITSM system.
* Assign tickets from the unassigned queue to the appropriate team or engineer.
* Troubleshoot and resolve 1st line issues related to desktops, laptops, printers, mobile devices, and common software
applications (e.g., Microsoft 365, Windows OS).
* Escalate complex issues to 2nd or 3rd line support teams as necessary.
* Maintain clear and accurate documentation of all support activities and resolutions.
* Deliver excellent customer service and maintain a high level of client satisfaction.
Professional Development
* Participate in weekly proactive training sessions alongside 2nd and 3rd line engineers to build operational knowledge and
hands-on experience.
* Engage in structured vendor training programmes to gain certifications relevant to the role.
* Dedicate time to developing skills in Microsoft Azure and other cloud technologies as part of a long-term career progression
plan.
Essential Skills & Experience
* Previous experience in a 1st line IT support role or similar customer-facing technical position.
* Strong understanding of Windows operating systems and Microsoft 365 applications.
* Basic knowledge of networking principles (DNS, DHCP, TCP/IP).
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong organisational skills and attention to detail.
Desirable Qualifications
* CompTIA A+, Microsoft Fundamentals, or similar entry-level IT certifications.
* Experience working in an MSP or multi-client environment.
* Exposure to ticketing systems such as Ninja, Zoho or Connect Wise.
* Familiarity with Azure Active Directory and cloud-based services.
What We Offer
* A supportive and collaborative team environment.
* Clear career progression pathways into 2nd and 3rd line roles.
* Access to industry-recognised training and certification programmes.
* Flexible working arrangements and a healthy work-life balance.
* Regular team events and employee recognition schemes.