1st Line Customer and Field Service Engineer

Job DescriptionLocation: Hybrid - Field Service (countrywide) as well as office-based in Birmingham Company Overview: We are an established IT Managed Service Provider (MSP) committed to delivering exceptional technical support and solutions to our clients. As a 1st Line Customer Support Engineer, you’ll play a crucial role in ensuring our clients’ IT systems run smoothly and efficiently. In addition, you will assist with project installations and field support as and when required.Responsibilities:Provide first-level technical support to end-users via phone, email, and remote tools.Diagnose and resolve hardware, software, and network issues promptly.Set up new computers, troubleshoot PCs, and perform basic system configurations.Create and manage support tickets, ensuring timely resolution.Collaborate with other team members to escalate complex issues when necessary.Maintain accurate documentation of incidents, solutions, and procedures.Maintain accurate documentation of project installationsProvide ad hoc field support as and when requiredAssist with new site installations.Qualifications and Skills:Certifications: Comptia A+, Network+ or Microsoft certified. Experience: Previous work in an MSP environment is essential.Technical Proficiency: Familiarity with Windows and Mac operating systems, hardware troubleshooting, and basic networking concepts. Understanding of PoE, CCTV and access control systems advantageous.Customer Service: Excellent communication skills and a customer-centric approach.Team Player: Ability to collaborate effectively with colleagues and contribute to a positive team environment.Attention to Detail: A keen eye for detail and accuracy in documenting incidents and resolutions.Soft Skills: Strong problem-solving, adaptability, and time management skillsRequirements:Valid UK drivers licenceReliable transport (reimbursive on a per mile basis)Service Desk experienceMust be able to work unsupervisedWork hours: Flexibility to work outside regular business hours if needed, including occasional overnight stayovers.Benefits:Competitive salary in line with market rates.Opportunities for professional growth and development.A supportive and dynamic work environment.Training and development: Access to ongoing training programs and certifications, as well as on the job training.If you’re passionate about technology, thrive under pressure, and enjoy working in a team, we’d love to hear from you! Apply now and join our team of dedicated professionals.