1st and 2nd Line Support Engineer

1st / 2nd Line Support Engineer

Location: High Wycombe (Office-based, occasional customer site visits)Salary: £24,000 - £34,000 DOE + Annual Bonus

About the Role

This is a fantastic opportunity for you, a 1 Line Support Engineer / or 1 and 2 Line support Engineer to join a thriving IT Support Company to provide first class support to their varied client base.

There is lots of opportunity for training and development and to move into a more dedicated 2 Line support position - and possible 3 line further down the line.

You'll act as the first point of contact for customer IT issues, providing high-quality technical support, troubleshooting a wide range of hardware, software, and networking problems, and escalating more complex cases as your experience grows.

This role is ideal for someone proactive, customer-focused, and keen to build a long-term career in IT support.

Key Responsibilities

• Serve as the first point of contact for IT support queries via phone, email, and ticketing system
• Log, update, and manage support tickets with accurate and detailed information
• Diagnose and resolve common hardware, software, OS, and network issues
• Communicate clearly with users of varying technical ability, including non-native English speakers
• Take ownership of tickets and ensure timely resolution within SLAs
• Work calmly under pressure and prioritise effectively
• Escalate recurring issues, trends, or complex cases to senior engineers
• Use remote support tools to troubleshoot efficiently
• Maintain internal documentation and follow established procedures
• Liaise with third-party suppliers when required
• Attend occasional customer site visits and represent the company professionally

Required Technical Skills

• Good understanding of computer hardware, operating systems, and basic networking (TCP/IP, DNS, DHCP)
• Experience supporting Windows and macOS devices
• Working knowledge of Microsoft 365, Exchange Online, Azure AD/Entra ID
• Experience using ticketing systems
• Ability to diagnose issues remotely and over the phone
• Strong written and verbal communication skills
• Ability to work independently and as part of a team

Desirable Skills

• 2+ years' experience in an IT Helpdesk or Technical Support role
• Customer-facing support experience
• Knowledge of ITIL best practices
• Experience with virtualisation technologies
• Basic scripting (PowerShell)
• Exposure to cyber security standards
• Additional languages

About you - if you have:

• Confidently handling 1st-line tickets independently within probation
• Consistently meeting SLA targets
• Positive feedback from customers and colleagues
• Gradual progression into 2nd-line responsibilities
• Demonstrating initiative and a proactive approach to learning

If you are an experienced 1 / 2 Line support Engineer and looking for the next challenge with training and career progression, then please send your CV to me today!