1st/2nd Line Support Engineer

Position: 1st/2nd Line Support Engineer

Location: London (Office-Based)

Salary: 35,000 - 40,000 per annum + Bonus

The Role

FJR Group are looking to recruit a dedicated 1st/2nd Line Support Engineer to join our client in London. As part of the global service desk team, the successful candidate will provide 1st/2nd Line Support level support to the London office whilst also assisting other locations globally. This is an office-based role requiring excellent problem-solving skills, a customer-centric mindset, and the ability to adapt in a fast-paced, global environment.

Key Responsibilities:

• 1st Level IT Support: Provide front-line support to end-users primarily in the London office and remote support for other global locations.
• Troubleshooting: Resolve hardware, software, and network issues efficiently, escalating complex problems to 2nd or 3rd level support when necessary.
• Service Management: Log and document support activities in IT Service Management tools, accurately categorise incidents, prioritise service requests, and manage dispatch to the appropriate teams.
• Device Management: Install, configure, and maintain endpoint devices such as laptops, desktops, and phones for employees.
• Continuous Improvement: Participate in global service desk meetings and contribute ideas for ongoing service improvements and optimisation.
• Policy Adherence: Ensure compliance with company IT policies and procedures, while maintaining current knowledge of IT best practices.

Required Skills & Qualifications:

• Experience: Minimum 2-3 years of IT support experience (remote & face to face) in a professional setting.
• Technical Expertise: Good knowledge of Microsoft Windows Desktop, with exposure to Server, Active Directory, Office 365 (O365), Hardware break fix and basic networking knowledge.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
• Customer Service: A friendly, customer-focused attitude with a commitment to providing top-quality service and support.
• Problem Solving: Ability to troubleshoot and resolve issues independently, while recognising when to escalate problems.
• IT Tools: Familiarity with IT service management tools (e.g., ServiceNow) and a basic understanding of ITIL principles.
• Team Player: Ability to collaborate effectively within a global team and work independently when required

If you're an ambitious 1st/2nd Line Support Engineer looking to make a real impact, we want to hear from you. For a confidential discussion about this role, please contact Benjamin Applewhaite.