1st Line Support Engineer at Ember Search

We are looking for a dedicated 1st Line Support Engineer to join our team in the United Kingdom. As a technology-focused organization, we pride ourselves on delivering high-quality support and maintaining robust systems for our clients. In this full-time, on-site role, you will be the first point of contact for technical inquiries, ensuring that our users receive efficient and professional assistance while helping us uphold our commitment to service excellence.

Key outcomes

• Manage incoming support queries via telephone and email, ensuring all issues are logged accurately in our tracking system.
• Provide remote support to users and take full ownership of technical problems until they are resolved.
• Assist clients with troubleshooting hardware and software issues while maintaining detailed logs of all detected problems.
• Guide users through the setup and configuration of computer equipment, offering training and advice where needed.
• Perform daily system checks for our clients and report findings directly to the IT Manager.
• Manage in-house system backups to ensure data integrity.
• Maintain a high standard of customer service in line with our established service management principles.

Requirements

• Prior experience in 1st or 2nd line support, specifically regarding hardware and software fault resolution.
• Strong communication skills and a proven ability to provide excellent customer service.
• Solid working knowledge of Microsoft operating systems, Active Directory, Exchange Server, and MS Office.
• Understanding of LAN and WAN principles, including TCP/IP protocols.
• Experience with PC hardware configuration and setup.
• A hands-on approach, a willingness to learn, and experience working within regulated business environments.
• A full driving license and access to your own vehicle.
• Fluency in English.

Preferred qualifications

• Previous experience working with VMware.
• Relevant Microsoft certifications.

How to apply

If you are interested in this position and meet the requirements, we invite you to submit your application. We look forward to reviewing your experience and discussing how you can contribute to our technical support team.