Job Overview
We're looking for a proactive, customer-focused 1st Line Support Engineer to join our End User Support team. You'll be the first point of contact for our customers, helping them with everything from laptop issues to network and VoIP phone problems, and making sure their IT just works. It's a great role for developing your skills in a fast-moving MSP environment, working across different systems and technologies for a varied client base.
Duties
- Respond promptly to tickets, calls, and emails logged in HaloPSA, delivering a friendly and professional service every time
- Diagnose and fix hardware issues with computers, peripherals, and network devices, often using NinjaOne to remotely check and resolve problems
- Support users with Microsoft 365 apps (Outlook, Word, Excel, Teams, etc.) and other everyday business software
- Troubleshoot software issues across Windows, macOS, and Linux machines
- Help set up and support networking basics including LAN, VPN, DNS, firewalls, and Active Directory
- Provide first-line support for our CC VoIP phone systems, helping with handsets, call routing, and basic configuration issues
- Manage user accounts and permissions in Active Directory and Microsoft 365
- Support our Cyber Security products (email security, backup, security awareness training) and help flag or resolve basic security alerts
- Work closely with the wider engineering team, escalating trickier issues to 2nd/3rd line where needed
- Log every job clearly and accurately in HaloPSA, following our ticketing and documentation processes
- Stay current with new technology and suggest ways we can keep improving how we support our customers
- You'll also take part in our out-of-hours support rota, covering weekday evenings (6pm–11pm) and weekends on a rotating basis, roughly once a month.
Qualifications
- Some experience in an IT support or help desk role
- A solid grasp of networking basics: TCP/IP, LAN, DNS, VPNs, and firewalls
- Comfortable working across Windows (client and server) and macOS
- Experience supporting desktop hardware, peripherals, and tools like Microsoft Office
- Familiarity with Active Directory, and ideally HaloPSA (or a similar ticketing system) and RMM tools like NinjaOne
- An interest in or basic understanding of VoIP/telephony and cyber security is a bonus, but full training will be given
- Good communication skills, able to explain technical things simply to non-technical customers
- A keen eye for detail and a logical approach to troubleshooting
- Well organised, with the ability to juggle priorities in a busy support environment
This is a great opportunity for someone who wants to build a career in IT support, in a team that genuinely cares about doing right by its customers.
Additional Benefits:
- 30 days annual leave (including public holidays)
- Monthly company lunch
- Reward scheme
- Salary car sacrifice scheme
- 2 working from home days
Job Type: Full-time
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Canteen
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Free parking
- On-site parking
- Sick pay
- Work from home
Ability to commute/relocate:
- Wolverhampton WV10 9TG: reliably commute or plan to relocate before starting work (preferred)
Experience:
- IT support: 1 year (preferred)
- Customer service: 3 years (preferred)
Work Location: Hybrid remote in Wolverhampton WV10 9TG
