1st Line Engineer
Roc Technologies
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Job Level
About the role
- Act as the single point of contact for IT Incidents, Requests, and Events
- Log, classify, prioritise, and manage tickets in line with SLAs
- Provide first-line technical support via telephone and remote tools
- Troubleshoot and resolve hardware, software, application, and network issues
- Maintain regular communication with customers throughout the ticket lifecycle
- Monitor alerts from proactive monitoring systems and manage events accordingly
- Escalate incidents to resolver groups or third parties where required
- Liaise with vendors and suppliers, acting as a central communication point
- Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
- Maintain and update the knowledge base and internal documentation
- Administer IT systems, including user account creation and updates
- Ensure accurate and timely ticket updates within the Service Management platform
- Participate in out-of-hours support, on-call, or overtime when required
Requirements
- 1–2 years’ experience working in IT, ideally within a Managed Services environment
- Experience supporting: Windows 7 / 10 / 11
- Microsoft Active Directory
- Exchange / Office 365
- Microsoft Desktop and Server Infrastructure
- Basic networking knowledge (Juniper, MIST, Aruba, Fortinet)
- Experience with remote support tools
- Laptop, desktop, and thin client support
- Strong incident triage and troubleshooting skills
- Excellent communication and customer service skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Windows 7Windows 10Windows 11Microsoft Active DirectoryExchangeOffice 365Microsoft Desktop InfrastructureMicrosoft Server Infrastructurenetworkingremote support tools
Soft skills
incident triagetroubleshootingcommunicationcustomer service