Posted 3 months ago
1st Line Support Engineer
Bedford, United KingdomRemote
AI Summary
A 1st Line Support Engineer provides initial technical support to key clients via a central service desk, triaging issues, achieving first-line resolution, escalating as needed, and ensuring cases meet SLA/KPI targets.
About this role
1st Line Support Engineer
1st Line Support Engineer
Focus IT have the pleasure of working with this award winning IT Support Company who are currently seeking a 1st Line Support Analyst to complement their existing support team.
The ideal candidate will be a 1st line support analyst working on our Central service desk. Your role will be to provide 1st line technical support to some of our key clients. To maintain a high degree of customer service ensuring responses are accurate. As an initial point of contact for clients, you will be required to understand their problem, attempt first line resolution and keep the client updated throughout, escalating as required to the second line team.
Overall responsibility for the progression and effective resolution of all support cases received in accordance with our SLA’s and KPI’s.
Taking ownership of issues and ensuring the customers’ expectations are both set, met and exceeded.
To qualify for this role you must have experience in the following:
Windows Desktop (7,8.1,10),
• Install, configure and troubleshoot issues.
• Experience with using and troubleshooting Microsoft Office suites.
• Good understanding of PC hardware set-up and configuration.
Office 365
• 365 Configuration, Changes (adds/removes/password resets).
Networking
• Understanding of basic networking and troubleshooting.
• Basic understanding of IP addresses, DNS and what makes up an IT network.
• Diagnosing internet connection issues.
• Diagnosing Wi-Fi issues.
Printers
• Understanding of basic printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows.
You will be an experienced Helpdesk 1st Line Support Engineer with 2 or more year’s commercial experience. Excellent knowledge of Microsoft Windows Desktop Operating Systems and Office 365 experience.
This is an excellent opportunity to join this dynamic market leader. Please send CV's to Amit Gohil for more information.
Skills
DNSIP AddressingMicrosoft OfficeNetworkingOffice 365PrintersWiFi TroubleshootingWindows 10Windows 7Windows 8.1
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.