1st Line Support Technician

1 week ago

Milton Keynes MK JP, United Kingdom Siemlus Full time

Job Title:

1st Line Helpdesk Engineer

Location:

Hybrid – Based at Siemlus HQ (Milton Keynes) with flexibility to work remotely when required

Reports To:

Service Desk Technical Manager

About Siemlus

At Siemlus, we simplify technology for hotels, hospitality, and leisure brands around the world. We provide unified IT support, Wi-Fi, TV, that keep guests connected and operations running smoothly.

We're growing fast — and we're looking for a motivated 1st Line Helpdesk Engineer to join our dynamic support team, helping deliver the excellent service our clients expect.

Role Overview

As a 1st Line Helpdesk Engineer, you'll be the first point of contact for our clients, handling incoming support requests via phone, email, and our ticketing system. You'll triage issues, provide first-line resolutions where possible, and escalate complex problems to 2nd/3rd line engineers when required.

This role is ideal for someone who has at least 1 year of experience working in a helpdesk or IT support environment, and is eager to grow their technical skills within a fast-paced, customer-focused team.

Key Responsibilities

  • Act as the first point of contact for inbound IT and support queries from clients.
  • Log, triage, and manage tickets via the Siemlus Helpdesk system.
  • Provide first-line troubleshooting and remote support across various technologies, including:
  • Windows OS / Office 365
  • Network connectivity (Wi-Fi, switches, firewalls)
  • Basic hardware and software diagnostics
  • VoIP and printer setup/support
  • Escalate unresolved issues to the 2nd/3rd Line Engineers, ensuring all details are accurately recorded.
  • Monitor ticket queues and ensure SLAs are met consistently.
  • Maintain clear and professional communication with clients throughout the support process.
  • Assist with onboarding new clients, documentation, and internal system updates.
  • Contribute to a culture of continuous improvement and exceptional customer experience.

Key Skills & Experience

Essential:

  • Minimum 1 year experience in an IT support or service desk environment.
  • Excellent customer service and communication skills.
  • Strong troubleshooting and problem-solving ability.
  • Working knowledge of:
  • Microsoft Windows and Office 365 environments
  • Basic networking principles (IP, DNS, DHCP)
  • Remote support tools (e.g., AnyDesk, TeamViewer, RMM)
  • Ability to prioritise and manage multiple tickets efficiently.
  • Enthusiastic, positive attitude with a genuine passion for technology.

Desirable:

  • Experience in hospitality IT or MSP (Managed Service Provider) environments.
  • Familiarity with helpdesk systems such as Freshdesk or Zendesk.
  • Basic understanding of Cisco, Ruckus, or Aruba Wi-Fi platforms.
  • IT-related qualifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals).

Why Join Siemlus?

  • Opportunity to grow within a fast-expanding, forward-thinking technology company.
  • Exposure to industry-leading systems and hospitality technology brands.
  • Supportive "Squad" culture focused on teamwork and development.
  • Ongoing training and career progression into 2nd/3rd Line or Project roles.
  • Competitive salary, benefits package, and performance incentives.

Job Types: Full-time, Permanent, Graduate

Pay: £24,420.00-£28,153.92 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Flexitime

Work Location: In person

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