1st Line Engineer - Service Desk

Date Posted:

Thursday, September 13, 2018

Job: 1st Line Engineer - Service Desk

We currently have a fantastic opportunity for a motivated 1st Line Engineer who will provide a friendly, considerate telecommunications support to a rapidly expanding client base.

As an award-winning company with a data centre accredited to ISO27001:2013, we are committed to excellence and achievement. Delivering tailored IT solutions for over 24 years, we have developed strong, long-lasting relationships with both our public and private clients, which is reflected in our reputation across a range of sectors. With great company perks including regular staff lunches, free mobile insurance, healthcare, and huge savings on a range of popular brands, we reward our team for their dedicated efforts.

About the role 

The 1st Line Engineer position will require experience and knowledge of key IT areas including basic computer hardware, software and the latest operating systems (e.g. Windows and Office).

All 1st Line Engineers are expected to diagnose the problems being reported, manage calls relating to password resets, remote sessions to understand problems, guiding a user through a reboot, managing Active Directory related tasks, PC builds and creating user accounts. If the service desk is not able to solve the problem initially - the call is assigned to the relevant team/person with a detailed assessment of the problem.

Shift work

1st Line Engineer will be expected to work on a shift basis. Monday to Friday 8hrs and Saturday and Sunday 12hrs. The service desk runs 24hrs/day, 365days/year.


Both long term and short term. These are usually worked on during shifts outside of office hours. Set by the service desk manager and relevant team, e.g. equipment auditing, disposal or set up.


Occasionally, service desk engineers may be sent to a client site in order to deliver/install new equipment or to rectify a problem on site.

Required technical skills

  • A motivated, focused, friendly, patient, organised and assertive individual who is able to work in a team.

  • The individual should be able to use their initiative to priorities calls and be capable of working under pressure.


  • A full UK driver's license is essential.

The Package

This is a permanent role with competitive salary + benefits.

Benefits Package

  • Pension
  • Health Care
  • Life Assurance 
  • Generous perks packages with a variety of savings such as:
    • High street & supermarket savings
    • Gym discounts
    • Money off meals out
    • Great price cinema tickets
    • Free phone insurance
    • Cycle2work scheme
    • Childcare tax relief 



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