1st Line Engineer

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    "departmentLabel": "Managed Services",
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    "location": {
      "city": "Thatcham",
      "state": "Berkshire",
      "postalCode": "RG196AD",
      "addressCountry": "United Kingdom"
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    "datePosted": "2025-12-30",
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    "description": "<p><span style=\"font-size: 18pt; font-weight: bold\">IT Service Desk Analyst (1st Line Support)</span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">We are looking for an experienced and customer-focused IT Service Desk Analyst to act as the first point of contact for IT Incidents and Service Requests. You will take ownership of customer issues from initial logging through to resolution, ensuring excellent service delivery in line with agreed Service Level Agreements (SLAs).</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys problem-solving, and is passionate about delivering a positive customer experience while aiming for first-contact resolution wherever possible.</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Normal Hours of Work: Monday to Sunday, 24x7x365 Shift Rota. 4 days on, 4 days off, 4 nights on, 4 days off. Shifts will be 12 hours</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Key Responsibilities</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Act as the single point of contact for IT Incidents, Requests, and Events</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Log, classify, prioritise, and manage tickets in line with SLAs</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Provide first-line technical support via telephone and remote tools</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Troubleshoot and resolve hardware, software, application, and network issues</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Maintain regular communication with customers throughout the ticket lifecycle</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Monitor alerts from proactive monitoring systems and manage events accordingly</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Escalate incidents to resolver groups or third parties where required</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Liaise with vendors and suppliers, acting as a central communication point</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Allocate and schedule tickets to Field Engineers, ensuring correct resourcing</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Maintain and update the knowledge base and internal documentation</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Administer IT systems, including user account creation and updates</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ensure accurate and timely ticket updates within the Service Management platform</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Participate in out-of-hours support, on-call, or overtime when required</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Essential Skills &amp; Experience</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">1–2 years’ experience working in IT, ideally within a Managed Services environment</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience supporting:</span>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Windows 7 / 10 / 11</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Microsoft Active Directory</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Exchange / Office 365</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Microsoft Desktop and Server Infrastructure</span></li>\n</ul>\n</li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Basic networking knowledge (Juniper, MIST, Aruba, Fortinet)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience with remote support tools</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Laptop, desktop, and thin client support</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong incident triage and troubleshooting skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Excellent communication and customer service skills</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Desirable Skills &amp; Experience</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience with ITSM tools (e.g. ServiceNow)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Azure platform experience or Azure Fundamentals certification</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Knowledge of:</span>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Web filtering (Websense, Mimecast)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Endpoint security (Microsoft Endpoint Protection, McAfee)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">SharePoint</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Patching and maintenance tasks</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Hyper-V, SCVMM, SQL Server, clustering</span></li>\n</ul>\n</li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Networking or cloud certifications</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Key Attributes</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Customer-focused with a commitment to service excellence</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong analytical and problem-solving skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ability to work independently and as part of a team</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Highly organised with excellent attention to detail</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Proactive and eager to learn and develop</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Professional, reliable, and able to work under pressure</span></li>\n</ul>",
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