1st Line Support Engineer

16 November 20222022-11-16
Dorking, Surrey
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Our client are an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry. 


2. Role in Brief


3. Key Responsibilities

Providing end user support

  • Answering inbound calls from clients
  • Picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 20 plus tickets will be handled within a shift
  • Identify where tools, processes and systems are impacting closure rates
  • Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
  • Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications.
  • Keeping the customer and ticket updated with developments.
  • Where required escalating the ticket either within the team or on to the next support level.

Achieving SLA targets

  • Working within your team to ensure all tickets are actioned within SLA
  • Where tickets are unable to be closed within a call, identify further resolution steps and actioned with the client.
  • Monitored activity through various ticket reporting tools.
  • You will be expected to meet or exceed customer expectations with regards to the SLA.

Customer Satisfaction

  • Ensure that the customer is satisfied with the outcome & with their experience of the business
  • You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
  • When required provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history.

Documentation & Information

  • By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.


  • Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.
  • Your documentation of an incident will be reviewed when escalating and must provide all relevant information. 
  • All tickets need to accurate reflect the current status and must be closed out once work activities to address the issue are closed out


As your role within in the 1st line grows, the 1st Line Manager may ask assign you specific task(s) or duties related to 1st Line and the support of the Customers and the 1st Line team

5. Skills / Interests Required

  • Ability to multi task across open tickets
  • Passionate about technology & how it benefits businesses
  • Proactive, can-do attitude
  • Professional communication skill
  • Outstanding customer service
  • Troubleshooting and Support of relevant/current Windows versions
  • Experience with Exchange online
  • Exposure to Active directory on Windows Server 2008 and above
  • Understanding of PC hardware, accessories & connections

6. Beneficial Experience

Previous experience with a ticketing system.

Troubleshooting LAN Networks & WIFI.

Ideally 1 Years’ experience on a Help Desk.

Strong Customer service ethos.

Logical approach to problem solving