Job Description

Role Overview

As a First Line Support Engineer on our Service Team, you will be the primary point of contact for customers' technical queries and issues. You'll support and maintain their specialised equipment--both hardware and software--ensuring that any IT-related faults are resolved quickly and in line with our Service Level Agreements (SLAs).

Key Responsibilities

Customer Support & Fault Resolution

Respond promptly to customer enquiries via telephone and email. Diagnose and resolve a broad range of hardware and software issues. Escalate complex problems to Second/Third Line teams when necessary, with full handover of case details.

Service Level Compliance

Monitor ticket queues and prioritise to meet or exceed SLA targets. Keep accurate records of time spent and actions taken for each support call.

Equipment Testing & Delivery Prep

Perform pre-delivery testing of systems and consumables to verify functionality and compliance with customer specifications. Document and report any anomalies, ensuring corrective actions are taken before dispatch.

Consumables Fulfilment

Process and fulfil customer orders for consumables (replacement parts). Liaise with logistics to track shipments and confirm on-time delivery.

Reporting & Documentation

Prepare clear, concise reports for customers detailing incident resolutions, service metrics and recommendations. Update and maintain the knowledge-base with troubleshooting guides and best-practice procedures.

Travel & On-Call Duties

Undertake occasional overnight stays and travel to client sites for installations, emergency call-outs or system audits.
Person Specification Essential

Proven experience in first-line IT support or a customer-facing technical role Strong understanding of both hardware and software troubleshooting Excellent verbal and written communication skills Ability to manage multiple tickets and prioritise under pressure Good organisational skills with attention to detail

Full UK driving licence and willingness to travel

What We Offer

Competitive salary in line with industry and experience Pension scheme and healthcare benefits Ongoing training and professional development opportunities Friendly, collaborative working environment with a focus on work-life balance Respond promptly to customer enquiries via telephone and email. Diagnose and resolve a broad range of hardware and software issues. Escalate complex problems to Second/Third Line teams when necessary, with full handover of case details.

Service Level Compliance

Monitor ticket queues and prioritise to meet or exceed SLA targets. Keep accurate records of time spent and actions taken for each support call.

Equipment Testing & Delivery Prep

Perform pre-delivery testing of systems and consumables to verify functionality and compliance with customer specifications. Document and report any anomalies, ensuring corrective actions are taken before dispatch.

Consumables Fulfilment

Process and fulfil customer orders for consumables (replacement parts). Liaise with logistics to track shipments and confirm on-time delivery.

Reporting & Documentation

Prepare clear, concise reports for customers Update and maintain the knowledge-base with troubleshooting guides and best-practice procedures.

Travel & On-Call Duties

Undertake occasional overnight stays and travel to client sites for installations, emergency call-outs or system audits.
Person SpecificationEssential

Proven experience in first-line IT support or a customer-facing technical role Strong understanding of both hardware and software troubleshooting Excellent verbal and written communication skills Ability to manage multiple tickets and prioritise under pressure Good organisational skills with attention to detail

Full UK driving licence and willingness to travel

What We Offer

Competitive salary in line with industry and experience Pension scheme Ongoing training and professional development opportunities Friendly, collaborative working environment with a focus on work-life balance
No Agency*

Benefits:

Bonus scheme
Job Types: Full-time, Permanent

Pay: 23,000.00-24,000.00 per year

Additional pay:

Bonus scheme Quarterly bonus
Benefits:

Company pension On-site parking
Schedule:

Monday to Friday
Licence/Certification:

Driving Licence (required)
Work Location: In person