Job Description

Posted 5 hours ago

The Role

We are seeking a Junior 1st Line Support Engineer for a short-term contract position to join our support team at our Milton Keynes HQ. This role is ideal for someone early in their IT career who is looking to gain valuable experience in a fast-paced support environment.

As the first point of contact for our clients, you will be responsible for answering incoming support calls, performing initial triage, and resolving basic IT issues over the phone. You will work as part of a blended team of 1st Line, FCR, and 2nd Line engineers, with opportunities to learn from more experienced colleagues.

We're looking for someone with a positive attitude, good communication skills, and a genuine interest in IT who can provide excellent customer service while developing their technical abilities.

Key Responsibilities

Answering incoming support calls and providing first-line telephone support
Performing initial triage to assess and prioritise support requests
Resolving basic IT issues over the phone, including:
Password resets and account unlocks
Basic desktop and application troubleshooting
Email and Office 365 basic issues
Printer connectivity and basic configuration
User guidance on standard software applications
Accurately logging all support requests as tickets with clear, detailed information
Escalating more complex issues to senior engineers with relevant context and troubleshooting steps already taken
Keeping clients informed throughout the support process with regular updates
Managing your personal ticket queue and ensuring timely closure of resolved issues

Essential Requirements

Basic understanding of IT fundamentals (Windows OS, Office 365, email systems)
Excellent telephone manner and customer service skills
Strong communication skills with the ability to explain technical concepts to non-technical users
Patient and empathetic approach when dealing with frustrated users
Good organisational skills and attention to detail
Ability to multi-task and work in a busy environment
Willingness to learn and ask questions when unsure
Availability to start at short notice

Desirable Experience

Previous experience in a customer service or support role
Experience using ticketing systems
Basic knowledge of Active Directory
Familiarity with remote support tools
Any IT certifications (CompTIA A+, Microsoft, etc.)

Personal Qualities

Friendly and approachable demeanour
Professional telephone manner
Positive, can-do attitude
Calm under pressure
Team player who is happy to support colleagues
Eager to learn and develop IT skills
Takes pride in helping others and resolving issuesGCS is acting as an Employment Business in relation to this vacancy