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First Line Support Engineer

You will be responsible for solving a broad spectrum of customer IT support tickets raised by our support portal, email or telephone. Primarily you will be based in our Norwich office although visits to customer premises will be required depending on the nature of the work.

This role involves triaging, working and resolving assigned tickets or assisting other team members with larger project work. You will require strong communication skills to ensure our customers are kept up to date regarding their outstanding issues.

Ideally you would have 1-2 years’ experience working within either an internal, or outsourced IT department.

Key Responsibilities

Act as the first point of contact for incoming service desk requests
Monitor and triage tickets within the service desk system
Troubleshoot issues remotely and on-site where required
Escalate more complex issues to second line engineers
Configure and install hardware in line with project specifications
Assist with project work as required
Create and maintain documentation for the knowledge base
Take part in an on-call support rota if required, along with occasional pre-planned out-of-hours project work

Technical Requirements

Experience troubleshooting Windows desktop operating systems
Experience with basic Microsoft 365 administration tasks
Experience troubleshooting Microsoft 365 apps including Office, Teams and OneDrive
Ability to diagnose basic networking issues
Familiarity with routers, switches, access points and other networking hardware

Personal Attributes

Strong communication skills and a team-focused mindset
A genuine passion for IT and technology
An aptitude for learning new skills
An enthusiastic approach to work
A can-do attitude and the confidence to take initiative

Desirable Skills

Degree-level qualification
Awareness of modern cyber security practices
Awareness of AI tools and applications
Familiarity with installing and troubleshooting structured network cabling
Experience with VPN configuration
Exposure to Apple and Android operating systems
Experience with IP telephony systems
Knowledge of website hosting

Qualifications

GCSE Information Technology grade 4 / C or above
GCSE English grade 4 / C or above
GCSE Maths grade 4 / C or above

Salary & Benefits

Salary range of £25,000 – £28,000 depending on experience
Birthday day off
Annual bonus potential after probation
Additional 5 days holiday after probation
Long service bonus after 5 years
Private medical healthcare after probation
Death in service cover (5x salary) after probation

Role Details

Permanent, full-time position
Monday to Friday
Working hours: 9:00am–5:00pm or 8:00am–4:00pm
Office-based in Norwich
Full clean driving licence preferable
Must be able to pass an advanced DBS check

Interested in joining Beacon IT?

If you’re passionate about technology, enjoy helping people and want to build your career in a supportive, forward-thinking team, we’d love to hear from you.

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