Tier 1 Support Engineer
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Job summary
As a Tier 1 Support Engineer, you will be the first point of contact for clients, providing high-quality remote technical support for all contracted services. This is an entry-level position perfect for someone looking to start their career in IT. You will be a crucial part of the helpdesk, responsible for logging, troubleshooting, and resolving support issues while ensuring an excellent customer experience. The goal is to resolve 70% of issues at the first point of contact and contribute to a culture of continuous improvement.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
2 years
Job descriptions & requirements
About Us
Our Client is a dynamic and forward-thinking Managed Service Provider (MSP) dedicated to delivering exceptional IT support to UK-based clients. They foster a culture where the customer always comes first and invest in their team's growth and development. They are looking for an enthusiastic individual to join their UK helpdesk team.
Key Responsibilities
Technical Support & Troubleshooting:
Act as the first point of contact for all incoming support requests.
Provide initial troubleshooting for support issues via remote connectivity.
Support and manage user accounts, mailboxes, logon scripts, shares, and print queues.
Assist with PC repairs and general workshop tasks as needed.
Provide remote support to clients.
Research faults, configurations, and resolutions to find effective solutions.
Assist senior technicians with tasks and projects when required.
Liaise with third-party vendors to resolve issues.
Service Desk & Ticket Management:
Answer all incoming calls promptly, within 3 rings.
Detail and log all client support issues accurately in the ticketing system.
Gather all relevant user and fault information to ensure efficient troubleshooting.
Monitor and action all incoming support emails and service boards to meet Service Level Agreement (SLA) targets.
Update tickets with all work carried out and every client contact made.
Manage your time effectively to meet and exceed client SLA targets.
Aim to successfully resolve 70% of all tickets without escalation.
Close a minimum of 16 tickets per day.
When necessary, escalate calls and pass non-supported issues to the relevant teams.
Customer Service & Communication:
Provide a consistently high level of communication, giving a professional and friendly impression at all times.
Keep clients regularly updated on the status of their support tickets.
Strive to meet and exceed the standards for excellent customer service.
Support and encourage a "customer comes first" culture.
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Documentation & Process Improvement:
Keep all internal systems, including the ticketing system and RMM tools, consistently up-to-date.
Document faults and their resolutions to assist with future troubleshooting and trend analysis.
Report on persistent or regular issues to help identify underlying problems.
Contribute to the general development and process improvement of the organisation.
Follow office procedures for all day-to-day tasks.
Technology You Will Work With
You will gain hands-on experience with a wide range of technologies, including:
Operating Systems: Microsoft Windows 10 and newer
Microsoft Stack:
Microsoft 365 Suite (including Office)
Azure Active Directory and management
Windows Server Administration (including file/folder permissions)
Exchange - Mailbox Administration
Active Directory - User Administration, Groups
Remote Desktop Services
Backup & Disaster Recovery: Veeam Backup
Virtualisation: VMVare, Hyper-V
Security: Trend Micro, Sophos, Windows Defender, Kaspersky
Networking: Internet Connectivity Troubleshooting, Ubiquiti, PRTG
MSP Tools: Datto, Ninja One, TeamViewer
Email Services: Exclaimer, Webtitan, Spamtitan, Barracuda
Other: Citrix, Print Configurations
What We Offer
A competitive entry-level salary.
Comprehensive training and mentorship.
Clear pathways for career progression to Tier 2 and beyond.
A supportive and friendly team environment.
The opportunity to gain experience with a wide range of modern technologies.
Preferred Certifications and Qualifications
Industry Certifications:
CompTIA A+ or Network+
Microsoft 365 Certified: Fundamentals (MS-900)
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Experience & Education
A technical diploma, college qualification (e.g., BTEC), or degree in an IT-related field.
Previous experience in a customer-facing role (e.g., retail, hospitality).
Any prior experience in a helpdesk or IT support role is a significant plus.
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
