1st Line IT Service Desk Engineer

Posted 12 September by 360 Recruitment Consultancy Ltd
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360 Recruitment are a specialist IT recruiter, currently recruiting for an exciting opportunity to join one of the UK’s leading Managed Service Providers as a 1st Line IT Service Desk Engineer and accelerate your IT career with them, using new and cutting edge technologies.

1st Line IT Service Desk Engineer

Generous Salary:
Circa £24-£27,000 Package
£16,000 - £18,500 Basic Salary
+ £3,600 per year Shift Allowance 24X7
+ £150 per Weekend day worked, circa £1,800 per year ( 12 weekend days per year)
+ £200 per month KPI bonus, dependent upon performance ( Up to £2,400 per year)
+ Accelerated Bonus
+ Paid for IT Qualifications/ Examinations ( Microsoft, Citrix, VMware, Cisco)
+ 22 Days Annual Leave
+ Company Pension.

Fleetsbridge - Poole

Permanent - Full Time.

Hours of Work:
Various Shift Patterns

Our client offers a full spectrum of managed IT products including full IT support, Unified Communications, Cloud Infrastructure, Security & Compliance, and Network & Infrastructure. With further plans for expansion and their genuine desire and commitment to help their colleagues maximise their full potential, providing ongoing training and fully supporting and funding qualifications, this is the perfect opportunity for anyone looking to progress their IT career long term.

The purpose of the 1st Line IT Service Desk Engineer:
The 1st Line IT Service Desk Engineer will be the first point of professional contact for all of the company’s Managed Service Customers, delivering on all SLA to resolve customer problems. The aim is to fix any issues on the first contact, which will be achieved by troubleshooting and diagnosis.

The 1st Line IT Service Desk Engineer will be responsible for resolving proactive monitoring alerts, deploying the latest security updates, systems maintenance and upgrading customer systems. Where an issue cannot be resolved, the 1st Line Engineer will ensure the effective escalation to the 2nd line team for resolution.

You will proactive in your work, managing a range of tickets and customers from incident to being fully resolved. You will possess first class customer service skills and be able to interact with all stakeholders both internally and externally. To be successful in the role you will need to be agile in managing your tickets constantly re-evaluating priorities.


  • Dealing with incoming incidents in a professional, courteous manner, both over the phone and via email
  • Taking ownership of incidents and managing them in a logical and methodical manner.
  • Taking ownership for the end-to-end management of your queue.
  • Accurately logging incidents and incidents, categorizing and prioritising them in line with service operations procedures
  • Conducting full and thorough diagnostics with end users to enable the first point of contact fault resolution
  • Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks
  • Prompt escalation of incidents to 2nd/3rd level Resolution Teams or third-party suppliers as necessary

The ideal candidate:

The ideal candidate will be a self-motivated, enthusiastic and organised individual with good communication skills and the want and desire to learn new technologies and progress your IT career long term.

  • Technical understanding of products and services.
  • An ability to build and articulate with the customer’s needs.
  • An awareness of current IT trends.

Any exposure to the following technologies would be advantageous:

  • Office 365
  • Windows Server
  • Hyper-V
  • Vmware
  • Skype for Business
  • Networks
  • Firewalls

Hours of work
Due to the nature of the IT industry, the 1st Line Service Desk Engineer is required to work on the following shift pattern which varies each month as below:

Month 1 - Day Shift
Normal Working hours 8.30am to 5.30pm
Monday to Friday
Plus 1 weekend day once per month (£150)

Month 2 - Late Shift
Late Shift Working hours 3 pm to 10 pm
Monday to Friday
Plus 1 weekend day once per month (£150)

Month 3 - Night Shift
4 Nights On, 4 Nights Off rotation
Working hours on weekdays from 10 pm to 8 am
Working hours on weekend days 8 pm to 8 am
Plus 1 weekend day per month (£150)

Our client is also offering the successful individual the opportunity to work with the latest leading-edge technologies and the support and encouragement to develop your IT career long term with them into 2nd Line, 3rd Line, Project Engineer, Network Engineer, Service Delivery etc.

If this sounds like the right role for you please send us your CV and a specialist consultant will be in touch with you immediately.

Required skills

  • 1st Line
  • Microsoft Technologies
  • Desktop Support
  • IT Service Desk
  • IT Infrastucture

Reference: 36097241

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