1st Line Support Engineer

Salary: £24,000 - 27,000 per year

Requirements

• We require previous experience in an IT operational or support environment.
• We require knowledge and experience of various IT systems.
• Experience with networking, server, storage, modern workplace, security, cloud, and document solutions is highly desirable.
• We require experience setting up and supporting mobile devices.
• We require excellent customer service skills.
• We require relevant IT qualifications.
• We require GCSEs in Maths and English or equivalent.

Responsibilities

• We answer incoming calls to the Service Desk in a professional, confident, and timely manner.
• We record all service requests and incidents within our ITSM tool.
• We handle escalated service requests and incidents and escalate them to the appropriate resolver group when needed.
• We escalate matters promptly when necessary.
• We manage technical cases effectively and keep clients updated on progress.
• We support the Managed Service Operation Centre.
• We ensure client requests are handled quickly and efficiently.
• We monitor the progress of matters assigned to the Technical Team.
• We monitor clients IT systems using our monitoring software.
• We keep job sheets up to date and record our time accurately.
• We act as a liaison between customers, technical escalation teams, and third parties.
• We undertake ad hoc projects as agreed with management, which may include site visits, customer meetings, or vendor management.
• We actively develop our personal knowledge.
• We develop new documentation and procedures.
• We train and coach members of the Managed Service Operation Centre to support their development.
• We comply with our standard working practices, including attending team meetings and completing administrative tasks.

Technologies

• Cloud
• Support
• ITSM
• Mobile
• Security

More

We are a supportive and hard-working team based close to the centre of Northampton, working in a modern office environment with hybrid working after probation, typically three days in the office and two days from home. We offer a salary of £24,000 to £27,000 depending on experience, company benefits, subsidised health care and medical benefits, annual leave of 25 to 30 days plus bank holidays, and a progression plan with training and mentor support. Our culture includes social events, incentives, and access to top-of-the-range technology for both office and home working.

last updated 20 week of 2026