Support Services
Support Services

First Line Support Engineer



A new opportunity has arisen to join this talented IT team within a family-run wholesale business. This role will be an integral support for the business and due to the product sales relying heavily on e-commerce it’s essential that the IT team provide the highest level of service both internally and to external contacts. The role will work Sunday – Thursday to fit in with the current support team so please only apply if you are able to work these days.


The first Line support engineer is the key role within the IT support function in delivering a first-class support service acting primarily in a 1st line support capacity, resolving issues in person, over the phone or via remote connectivity. The role is varied and requires a real team player who can manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure.

  • Daily monitoring of all IT support calls.
  • Logging of all support calls in the relevant ticketing system.
  • Providing 1st line technical support, responding to support queries.
  • To maintain high standards of customer service when responding to support issues.
  • To take ownership of support issues and seek closure ensuring all relevant support procedures are followed.
  • Escalation of more complex calls to the relevant team member or suppliers.
  • Manage the Installation, configuration, and deployment process of new and existing User hardware in line with defined procedures.
  • Manage the Installation, configuration, and deployment process of new and existing Operational hardware in line with defined procedures.
  • Maintain a monthly infrastructure maintenance schedule.
  • Monthly reporting of key support issues and trends identified from system data.
  • Participation in an out of hours support rota to ensure business needs are met.

About You

  • Some proven experience in a similar IT support role with end user facing responsibilities, ideally within a distribution environment.
  • Previous 1st line support experience or equivalent.
  • GCSE/O levels in Maths & English or equivalent - Essential
  • Previous experience of a call logging systems and remote support tools.
  • Strong knowledge of Microsoft products and operating system
  • A good understanding of PC hardware
  • A good understanding of server environments and Active Directory.
  • A good understanding of networking & routing
If you are interested in the above role then please apply or get in touch to discuss further.
Samantha Culling Managed by Samantha Culling
East Midlands
apply Posted - 18.01.2021

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Consult will endeavour to contact candidates within 14 days of application. However, if you do not hear back after 2 weeks then please assume on this occasion, unfortunately, you have not been successful.