1st/2nd Line Support Engineer

1st/2nd Line Support Engineer

- Permanent Opportunity

- Reading based

- £25,000 - £30,000 per annum DOE

- Company benefits

* Must be able to obtain an SC Clearance

Job Description

As a 1st/2nd Line Support Engineer, you will function as a key member of the technical support team on site at our Reading office, the role will support both internal and external customers and core ITIL processes to help drive forward the service desk team.


  • Provide the initial point of contact for our customers.

  • Manage incoming incidents and requests from the customer portal.

  • Log and manage all incidents via the service management tool ensuring case detail is accurate with full resolution detail.

  • Escalate incidents to the appropriate resolver group.

  • Provide customers with timely updates to their cases in line with service level agreements.

  • Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction.

  • Escalate high priority issues to line management.

  • Update and propose new knowledge base articles.

  • Complete regular tasks in line with Service Desk procedures.

  • Review daily priorities and take appropriate action to ensure results are achieved.

  • Work with all areas of the business as required to achieve the highest levels of customer satisfaction.

Required Skills

  • Windows 10 and ideally 11

  • Dell & Lenovo Laptops

  • Unified Communications i.e., Skype for Business, Teams & Teleconferencing

  • Office 365 suite

  • Intune

  • SharePoint

  • Anti-Virus

  • Active Directory

  • Windows Server 2012 R2, 2016 to 2019

  • VMware