1st Line IT Support Engineer

Job Title: 1st Line IT Support Engineer
Contract Type:
Location: Mansfield, Nottinghamshire
  • Salary: £22,000 - £25,000
  • Contact Name: Eloise Shelton
    Job Published:
    REF: BBBH4973

    Job description:

    Vanilla Recruitment

    We’re looking for a skilled 1st Line IT Support Engineer to join a leading marketing services company who are helping a wide range of international brands to communicate effectively with consumers through a wide range of eye-catching and engaging digital innovations.

    Based at a state-of-the art high-tech hub, you’ll join a small IT service desk team. As the first line point for all digital signage support queries you will work with the client end users to provide excellent levels of service, triage calls, fix what you can and escalate more complex issues. Working in a fast paced environment where no day is the same, you will have experience working as a 1st line support engineer already or be interested in a IT helpdesk support career.


    Duties and responsibilities:

    • Providing remote 1st Line support to digital screens clients
    • Answering calls from clients and raising support tickets
    • Taking ownership of users’ issues and identifying appropriate solutions to resolve service incidents and requests
    • Providing users with regular communication on the progress of investigations and planned solutions
    • Create standard documentation on problem resolution, fixes and updating the technical knowledge base
    • Record incidents within Zendesk and provide timely feedback to customers.


    Skills and experience required:

    • Experience in a similar 1st Line Support IT role, ideally with knowledge of digital signage, digital screens or audio-visual IT systems or a graduate with a passion for IT and customer service experience
    • Experience of Zendesk would be an advantage
    • Problem solving expertise in hardware, operating systems and software packages


    Hours of work:

    • Monday to Friday, 9:00am – 5:30pm
    • Rota 1 out of 4 weekends on call during Saturday and Sunday 6am – 10pm working from home covering calls


    Salary and benefits:

    • £22,000 – £25,000
    • Free parking
    • Flexible working
    • Healthcare scheme
    • Employee wellbeing initiatives

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