1st & 2nd Line Support Engineer

  • Job ref:


  • Location:

    Horsham, West Sussex

  • Sector:

    Network Engineering

  • Job type:


  • Salary:

    £15 - £20 per hour

  • Contact:

    Phil Johnson

  • Email:

  • Published:

    over 2 years ago

  • Duration:

    3 months +

  • Start date:

    Jan 2019

  • Consultant:


1st & 2nd Line Support Engineer


+ Initial 3 month role - could be extended

+ Horsham based contract role

+ £15-20 per hour dependant on experience


Looking for 1st line Support and some 2nd Line Support Experience


1st/2nd Line Support Desk Analyst

Key Responsibilities

Working in a ticketed IT support environment, logging all calls and responding to requests in a timely manner to provide a high level of customer service.
Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; ensuring incidents are escalated where necessary.

Troubleshooting hardware and software issues and providing but not limited to desktop, printer, application support and VOIP telephony support - both internal and external
Monitor security such as AV protection and make sure AV and security patches are kept updated.

Active Directory administration
Basic Windows based networking - TCP/IP, DNS, DHCP etc


Key Skills / Experience

  • At least 2 years of commercial experience as a 1st Line/Helpdesk/Technical/Site Support Desk Analyst

  • Solid knowledge and experience of MS desktop operating systems and MS Office applications (O365 Desirable)

  • Support of VOIP/Telephony systems

  • Troubleshooting experience, both hardware and software

  • Previous experience and working knowledge of servers and workstations/laptops

  • Some knowledge and experience of working to ITIL methodologies would be ideal