1st Line Support Engineer

Description

As a 1st Line Support Engineer you are the first point of contact for customers and will be responsible for help desk and incident management. Some of the common duties of a 1st Line Support Engineer are to:

• Take ownership of, prioritise and proactively respond to IT support tickets
• Assist and work alongside colleagues to resolve all support tickets
• Provide first class customer service to resolve issues or escalate them accordingly
• Confidently identify technical issues, diagnose and fix such as troubleshooting start up problems, investigating MS Office issues and other common client applications
• Work to tight deadlines and within Service Level Agreement

Typical Rate

The typical salary for a 1st Line Support Engineer may vary based on your experience, however you may expect to earn between £18,000 and £25,000 per annum.

Required Skills and Experience

To become a 1st Line Support Engineer, you may be required to have some previous experience working in a similar IT support role, although this is not always essential.

As you will be responsible for liaising directly with customers, you will need to have strong verbal and written communication skills, including a confident and professional telephone manner.

Some employers may also require you to have achieved relevant qualifications such as MCP/MCTS/MCITP/Comptia A+, but again this may not be essential depending on the role.

FAQs

• Do I need experience?

  Not necessarily. Depending on the position, you may be required to have previous work experience in an IT support role, while others may just require a good knowledge of IT systems.