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First Line Support Engineer
You will be responsible for solving a broad spectrum of customer IT support tickets raised by our support portal, email, or telephone. Primarily you will be based in our Norwich office although visits to customer premises will be required depending on the nature of the work.
This role involves triaging, working and resolving assigned tickets or assisting other team members with larger project work. You will require strong communication skills to ensure our customers are kept up to date regarding their outstanding issues.
Ideally you would have 1-2 years’ experience working within either an internal or outsourced IT department.
Key Responsibilities
- Act as the first point of contact for incoming service desk requests
- Monitor and triage tickets within the service desk system
- Troubleshoot issues remotely and on-site where required
- Escalate more complex issues to second line engineers
- Configure and install hardware in line with project specifications
- Assist with project work as required
- Create and maintain documentation for the knowledge base
- Take part in an on-call support rota if required, along with occasional pre-planned out-of-hours project work
Technical Requirements
- Experience troubleshooting Windows desktop operating systems
- Experience with basic Microsoft 365 administration tasks
- Experience troubleshooting Microsoft 365 apps including Office, Teams and OneDrive
- Ability to diagnose basic networking issues
- Familiarity with routers, switches, access points, and other networking hardware
Personal Attributes
- Strong communication skills and a team-focused mindset
- A genuine passion for IT and technology
- An aptitude for learning new skills
- An enthusiastic approach to work
- A can-do attitude and the confidence to take initiative
Desirable Skills
- Degree-level qualification
- Awareness of modern cyber security practices
- Awareness of AI tools and applications
- Familiarity with installing and troubleshooting structured network cabling
- Experience with VPN configuration
- Exposure to Apple and Android operating systems
- Experience with IP telephony systems
- Knowledge of website hosting
Qualifications
- GCSE Information Technology grade 4 / C or above
- GCSE English grade 4 / C or above
- GCSE Maths grade 4 / C or above
Salary & Benefits
- Salary range of £25,000 – £28,000 depending on experience
- Birthday day off
- Annual bonus potential after probation
- Additional 5 days holiday after probation
- Long service bonus after 5 years
- Private medical healthcare after probation
- Death in service cover (5x salary) after probation
Role Details
- Permanent, full-time position
- Monday to Friday
- Working hours: 9:00am–5:00pm or 8:00am–4:00pm
- Office-based in Norwich
- Full clean driving licence preferable
- Must be able to pass an advanced DBS check
Interested in joining Beacon IT?
If you’re passionate about technology, enjoy helping people, and want to build your career in a supportive, forward-thinking team, we’d love to hear from you. Send Us Your CV
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