1St/2Nd Line Support Engineer

Job Title:1st/2nd Line Support Engineer
Location: Oxford, United Kingdom (Remote)
Salary: 25,000 - 28,000
My client, a dynamic and rapidly expanding technology firm based in the vibrant city of Oxford, are on the lookout for a 1st/2nd Line Engineer to add to their team. They specialise in providing cutting-edge IT solutions to businesses across various industries. This is a fully remote position but please be advised that candidate swill need to be in the Oxfordshire area due to occasional site visits to local clients.
As a 1st/2nd Line Support Engineer, you will play a vital role in providing technical support to a wide-range of clients within various different sectors including; MedTech, FinTech, Education, Marketing, Creative , Insurance, Legal & more. You will be ensuring the smooth operation of their IT systems and infrastructure. Your responsibilities will include:
Acting as the first point of contact for customer queries and technical issues via phone, email, or in person.
Diagnosing and resolving hardware, software, and network problems for end-users in a timely manner.
Escalating complex issues to the appropriate teams while effectively communicating with customers to manage expectations.
Configuring, installing, and maintaining computer systems, peripherals, and software applications.
Assisting in the planning, implementation, and support of IT projects and initiatives.
Documenting all support activities, solutions, and procedures to contribute to the knowledge base.
Providing exceptional customer service by demonstrating professionalism, patience, and empathy.
Requirements:
Proven experience in a similar role, providing 1st and 2nd Line Support to end-users.
Solid knowledge of Windows and Mac operating systems, as well as common software applications.
Familiarity with troubleshooting hardware, software, and network issues.
Understanding of Active Directory, Group Policy, and basic network concepts (TCP/IP, DNS, DHCP).
Strong analytical and problem-solving skills with the ability to prioritize and multitask effectively.
Knowledge surrounding virtualisation would be highly desirable
A customer-centric mindset with a passion for delivering outstanding support experiences.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are highly desirable.
Benefits:
Competitive salary commensurate with experience.
Staff Bonus Scheme
Fully Remote working (Plans to bring in an office in Q2 as a hub for collaborations and team-building)
Opportunity to work with a diverse and talented team in a collaborative environment.
20 days holiday rising to 25
Professional development and training opportunities to enhance your skills.
Exciting projects and the chance to work with the latest technologies.
Convenient office location in the heart of Oxford with excellent transport links.
If you are interested in this position then please click apply, interviews are being arranged immediately and around YOU.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.