1st Line Service Desk Engineer

We are seeking a proactive and customer-focused IT Support Specialist to act as the first point of contact for users seeking technical assistance. This role combines technical troubleshooting with exceptional customer service, ensuring that common IT issues are resolved efficiently and professionally.

Job Details

Onsite (Eastwood)

Monday to Friday, 8 am – 5 pm UK Time | 3:00 PM – 12:00 AM (PHT)

Will Follow UK Holidays

Key Responsibilities

Customer Support & Issue Resolution

• Act as the first point of contact for inbound IT support requests via phone, email, and other communication channels.
• Perform initial triage and troubleshooting of common technical issues (e.g., password resets, printer issues, basic connectivity problems).
• Log all incidents and service requests accurately in Halo PSA.
• Escalate unresolved issues to 2nd Line support with proper documentation and clear communication.
• Maintain professionalism and empathy in all customer interactions, providing timely updates on progress.

Documentation & Knowledge Management

• Maintain accurate records of interactions and resolutions.
• Contribute to the internal knowledge base by documenting common fixes and processes.

Tools & System Management

• Support and monitor IT systems, including Halo PSA, Datto RMM, Backupify, Microsoft 365, AVD, and accountancy applications (e.g., Sage, CCH).
• Assist with application updates and upgrades during scheduled OOH periods as required.

Professional Development

• Demonstrate a proactive approach to learning and continuous improvement.
• Pursue relevant IT certifications and training to enhance technical expertise and career growth.

Qualifications & Skills

• Excellent communication and analytical skills, able to explain technical issues clearly to non-technical users.
• Previous experience in IT support or helpdesk roles, preferably in a remote or distributed team environment.
• Familiarity with ticketing systems and remote monitoring tools; experience with Halo PSA, Datto RMM, and Backupify is nice to have.
• Basic knowledge of Microsoft 365, virtual desktop environments (AVD), and accounting software (e.g., Sage, CCH) is desirable.
• Strong organizational skills, able to manage multiple tasks and prioritize effectively.
• Committed to meeting service level agreements (SLAs), including response times and first-time resolutions.
• Self-motivated, proactive, and eager to learn new technologies.
• Willing to participate in occasional out-of-hours support and IT maintenance tasks.