1st Line Helpdesk Engineer

4 weeks ago

East Sussex, United Kingdom Ingenio Technologies Full time
Job Description


We are seeking a motivated and enthusiastic individual for a 1st Line Helpdesk Support position in our dynamic Managed Service Provider (MSP). This role is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills. With a focus on providing first-level support, this position is an invaluable opportunity to learn, grow, and develop in the fast-evolving world of technology. If you have a passion for IT, a customer-first mindset, and a desire to develop your technical knowledge, we would love to hear from you.


Core Functions and Responsibilities


Provide initial support for common software and hardware issues, including basic troubleshooting.

Handle incoming client calls and emails, ensuring a friendly and professional customer experience.

Accurately log and manage support tickets in the system.

Escalate complex technical issues to 2nd Line Support teams as needed.

Collaborate with team members to ensure effective resolution of client queries.

Contribute to the knowledge base by documenting common problems and solutions.


Client Interaction and Communication


Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.

Demonstrate patience, understanding, and a positive attitude in all client interactions.

Effectively communicate technical information in a non-technical manner.


Documentation and Knowledge Management


Maintain accurate records of client interactions and resolutions in the support ticket system.

Ensure clear documentation of processes and solutions for future reference.


Professional Development


Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.

Participate in training sessions and workshops to stay updated with the latest technologies and best practices.


Experience and Skill Requirements


Although no formal IT work experience is required, you will need a demonstrable interest in IT, such as a personal home lab

This role would be suitable for recent IT graduates, self-taught Tech enthusiasts.or a relatable technical role

Basic understanding of common operating systems, networking concepts, and office software.

Excellent communication and problem-solving skills.

Eagerness to learn and adapt in a fast-paced environment.

Note: if you do not have any technical experience, then please see our apprenticeship roles.


Company Culture and Benefits


Work in a supportive and learning-focused environment, ideal for personal and professional growth.

Benefit from a range of perks including health schemes, flexible working options, and a friendly office atmosphere.

Participate in regular team events and activities, fostering

a collaborative and enjoyable work culture.


Benefits


25 Days' holiday + bank holidays.

Access to comprehensive training programs with a focus on continuous learning and development.

One day of homeworking per week to support work-life balance.

Private cashback health scheme after probation.

Use of pool vehicle for work-related tasks.

Comfortable working environment with ergonomic chairs and electric standing desks.

Bean-to-cup coffee machine and complimentary soft drinks.

Free, ample on-site car parking.

Proximity to public transport: 10 minutes' walk to train and bus stops.

Subsidised EV charging points.

Enjoyable summer and winter company parties.

Regular, scheduled one-to-ones and annual performance reviews.

Mileage allowance for travel-related tasks.

Job Requirements


This role is an outstanding opportunity for someone with a genuine passion for technology, looking to start or grow their career in IT support. Whether you've built your own home lab, experimented with different software, or are simply enthusiastic about technology, your hands-on experience could be the perfect foundation for this role. Join us and be part of a company where your enthusiasm, skills, and customer-centric approach will be valued and nurtured.


If you're ready to take the first step in your IT career with a company that values growth, learning, and a positive team environment, apply now to join our team as a 1st Line Helpdesk Support engineer


Note to recruiters: we will not respond to recruitment agencies enquiring or trying to fill this post.

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