1st/2nd Line Support Engineer

1st/2nd Line Support Engineer Job Description Template

Our company is looking for a 1st/2nd Line Support Engineer to join our team.


  • Work helpdesk issues, identifying potential Risks to Group systems;
  • Training Requirements;
  • Update the helpdesk system ensuring all parties are informed on update/resolution or escalation of issue;
  • Resolve hardware and software faults;
  • Escalating where appropriate to 2nd and 3rd Line Engineers;
  • Trends / Common issues;
  • Responsibility for 1st/2nd line queue, escalate & resolve issues within agreed SLAs;
  • Keep clients up-to-date on any issues;
  • Install, maintain & support PC’s, laptops, PDAs, tablets, internal telephone system, printers and other peripherals;
  • Proactively supporting and resolving incidents for Senior Management;
  • Operational & Procedural changes;
  • 1 st & 2 nd line IT support;
  • Maintaining high quality updates within the ticketing system;
  • Will also work with 3rd Line to carry out line troubleshooting and Projects;
  • Undertaking day to day support tasks in accordance with agreed processes and procedures.


  • Windows server 2012;
  • Exchange;
  • Full UK Driving license & Vehicle;
  • Cisco Networking;
  • Hyper V/VMWare;
  • Excellent communication skills;
  • Office 365;
  • Active Directory;
  • Previous experience in the delivery of IT support services, ideally used to resolving problems sitting with the user;
  • Confidence in addressing break/fix issues – Typically supporting PCs and Multi-functional printers;
  • Apple OSX, IoS and Mac experience is essential;
  • Comfortable in a number of deskside technologies, Windows 10 and Mac’s;
  • Office365, Active Directory and Exchange.