1st Line Support Engineer

27 July 20222022-07-27
Dorking, Surrey
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Our client is 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. 

Role Description:

You’ll work as the first point of client contact within the Support Delivery team.

You will be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security, and bespoke managed solutions.

You will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA.


Key Responsibilities:

  • Supporting the customer (via phone or email)
  • Achieving SLA targets (prioritising urgent tickets whilst meeting targets)
    • It is expected that on average upwards of 20 plus tickets will be handled within a shift.
  • Customer satisfaction (keep clients informed of all progress with the issue)
  • Team support (assist with training of new team members or Apprentices/Trainees into 1st Line)
  • Documentation & Information (ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times)


Beneficial Experience:

  • Previous experience with a ticketing system.
  • Troubleshooting LAN Networks & WIFI.
  • 1 Years’ experience on a Help Desk.
  • Strong Customer service ethos.
  • Logical approach to problem solving
  • Experience with Exchange online (required)
  • Troubleshooting and Support of relevant/current Windows versions (required)
  • Exposure to Active directory on Windows Server 2008 and above (required)
  • Understanding of PC hardware, accessories & connections (required)


Skills/Interests Required:

  • Ability to multitask across open tickets
  • Passionate about technology & how it benefits businesses
  • Proactive, can-do attitude
  • Professional communication skill
  • Outstanding customer service



  • Competitive salaries
  • 25 days' holiday
  • Pension scheme
  • Life cover
  • Flexible benefits coming soon which will give employees the ability to purchase, at a discounted rate, things like health/dental plans, insurance, gym memberships, shopping vouchers.