Enterprise 1st Line Engineer

Job Title:                    Enterprise Service Desk Engineer – 1st Line
Reporting to:             Service Desk Manager

Purpose:          

As an Enterprise Service Desk Engineer – 1st Line, you will be the first point of contact for technical support within a dynamic service desk environment, supporting a diverse portfolio of Enterprise clients. You will be responsible for logging, triaging, and resolving a wide range of incidents and service requests, ensuring a high standard of customer service and timely resolution. You will also contribute to knowledge sharing and continuous improvement within the team.

Duties and Responsibilities:

• Provide 1st line technical support across a wide range of technologies and client environments.
• Accurately log and categorise incidents and service requests using the ITSM tool.
• Perform initial triage and troubleshooting, aiming for first-time resolution where possible.
• Escalate complex issues to 2nd line engineers in line with escalation procedures.
• Maintain clear and professional communication with clients throughout the lifecycle of tickets.
• Follow documented procedures and contribute to the creation and maintenance of knowledge base articles.
• Collaborate with other team members to ensure consistent and high-quality service delivery.
• Identify recurring issues and flag them for problem management or process improvement.

Qualifications, Knowledge and Experience:

Essential:

• Experience in a 1st line support role within a service desk or IT support environment.
• Basic troubleshooting skills across desktop, Microsoft 365, and common business applications.
• Excellent communication and interpersonal skills with a strong customer service focus.
• Familiarity with ITSM tools and ticketing systems.
• Ability to manage and prioritise tasks in a fast-paced environment.
• A proactive attitude and willingness to learn and develop technical skills

Desirable:

• Knowledge of InTune & Conditional Access Technologies and Mimecast email security

Note: This description is not intended to establish a total definition of the job but an outline of the duties