1st Line Support Engineer

IT & Telecoms
  • Eynsham
  • £19,000-£23,000
  • Permanent - Full time

Are you looking for a new position working as a 1st Line Support Engineer based in Eynsham, Oxford?

Our Client is one of the UK’s leading end-to-end technology solutions providers. Your role will be providing customers with support on all aspects of their IT infrastructure including Networking, Server, Desktop & Laptop hardware, and Software.  

Main Duties of the Role

  • To provide a professional 1st line technical advisory, diagnostic and repair support service to customers within a busy Support Desk environment, via telephone and email
  • To log calls on the Service Management System and if escalated, own them through to resolution
  • To monitor & manage calls queues to ensure all incidents are dealt with within agreed SLA timescales, escalating where required to ensure that timescales are met
  • To ensure all support work undertaken is accurately recorded on the Service Management Systems (SMS), ensuring the SMS is kept fully up-to-date with the status of each ongoing problem
  • To ensure that the escalation process is adhered to at all times and that the customer is fully updated on the status of all ongoing problems and escalations
  • To provide overflow support to the Service Desk team during busy incident logging periods, answering 1st line calls and recording details on the SMS
  • To ensure the Change Control Procedure is followed at all times
  • To ensure compliance with the defined security policies regarding access to the System Support Centre area and any supported systems

Your Skills and Experience

  • Good working knowledge of Microsoft Desktop Operating Systems (Windows 7 and 10) and applications is essential.
  • Good working knowledge of Microsoft Server Operating Systems (Server 2008/2016) and core server applications
  • Good working knowledge of Active Directory
  • Good working knowledge of Microsoft Office 365
  • Excellent written and verbal communication


  • Good understanding of TCP/IP, DNS, DHCP and VPN’s
  • CompTia A+, N+ or S+
  • Relevant Microsoft qualifications an advantage
  • Experience of working in a similar role


  • £19,000-£23,000 per annum, depending on experience

The hours for the role are on a slight shift rota, between the hours of 8.00am and 6.00pm, Monday to Friday. However this could change to a 24/7 rota in the future.

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Job Ref: 2303

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