1st Line IT Support Engineer / First Line Support Technician

Walsall, West Midlands, England
£16000 - £20000 per annum
19 Oct 2017
16 Nov 2017
Martina S
IT, IT Support
Contract Type
Full Time

Job Title: 1st Line IT Support Engineer

Location: Walsall, West Midlands

Reporting to: Technical Team Leader

Salary: £16,000 - £20,000 per annum dependent on experience

Working Hours: 08 - 16, 09 - 17, 09 - 18 on a rota basis

About the Role:

You will be required to;

  • Troubleshoot 1st Line IT issues and requests by telephone, email, remote access and occasional on-site visits
  • Work on the helpdesk receiving telephone and email requests from clients as well as making call-backs
  • Proactive maintenance of backup, anti-virus and software and hardware updates for client networks
  • Liaise with third party suppliers such as ISP's and vendors on a daily basis
  • Providing a very high level of customer service to their clients
  • Potential for involvement in solution design and project implementation in consultation with clients and colleagues
  • Ability to multi task and priorities workload
  • Ability to remain calm when under pressure
  • Good personal presentation and timekeeping
  • Team player with good interpersonal skills
  • To possess the maturity to handle the pressures and implications of being in a position of trust
  • Familiarise yourself with, and comply with our IT services, systems, policies and procedures as well as contractual and legal obligations. These will form and dictate a large part of your employment with us
  • Undergo and pass an enhanced security clearance
  • Comply with our Information Security and Quality Management procedures
  • Protect IT services and systems, internally and customer. Any vulnerabilities you become aware of must be reported to the Technical Manager

You will be required to support the following:

  • Windows Desktop O/S - Windows XP-10
  • Microsoft Windows Server 2003-2012 - for navigating in Administration and basic troubleshooting situations.
  • Microsoft Active Directory/Microsoft domain environments
  • Microsoft Exchange - 2003-2016
  • Microsoft Office - 2003-2016
  • Antivirus
  • Backup products - Symantec, VEEAM
  • Hardware - PC's, Laptops, Servers, Printers
  • Configuring of PC/Laptops, Smartphones (Windows and iPhone), Tablets Android/Windows/iPad)


  • Microsoft qualifications
  • Experience working on the helpdesk of an managed service provider
  • Understanding/knowledge of Virtualisation - VMware, Hyper-V, Xen
  • Understanding/knowledge of Terminal Services/Citrix
  • Understanding/knowledge of Routers, Switches, Firewalls, Wireless, networking and troubleshooting. - Sonicwall, Watchguard
  • Understanding of DHCP/DNS, TCP/IP, WAN/LAN, VPNs, ISPs
  • CompTIA A+ N+
  • Understanding/Awareness of Networking and Group Policy
  • SQL Server
  • Experience working within a company that has in place ISO 9001:2015 or 27001:2013 framework

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of: 1st Line IT Support Engineer, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1stLine Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Support, 1st Line Support, JavaScript, HTML, PHP, Wordpress, CSS, First Line Support Analyst may also be considered for this role.