Job Description Template

1st Line Helpdesk Support Engineer

Job Purpose 

As the first point of contact for all IT support queries within a well established SME with over 200 employees in several departments, you will be work with a variety of users to resolve or escalate their technical issues in a prompt and professional manner.

Responsibilities & Duties 

  • Respond to user software or hardware queries via email or phone. 
  • After identifying the issue, you will talk the user through the required steps to resolve it or escalate to the relevant team as and when necessary.
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately. 
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team. 
  • Maintain a strong customer focus at all times. 

Skills / Experience / Qualifications 

  • Educational Requirements – GCSE/A Levels/Degree  (as per company minimum requirements)
  • Prior experience within a support focused role, ideally dealing with a technical product or service. 
  • Ability to problem solve within a technical environment. 
  • Strong communication skills. 
  • Strong customer service approach and team player. 
  • Strong work ethic and ability to work in dynamic work environment. 

Salary Range 

Kent – £18K to £24K

London – £25K to £33K

Other Job Titles 

  • Helpdesk Analyst 
  • Technical Support Engineer 
  • Technical Support Analyst 


Should you require any support recruiting for the above role then please do not hesitate to contact John Adams on 07881 623119 or or via our Brief Us page.     

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