1st Line Support Engineer

  • Location

    Leeds, West Yorkshire

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Thomas Hunt

  • Contact email:


  • Job ref:


  • Published:

    9 months ago

  • Duration:

    10 Weeks

  • Expiry date:


  • Start date:


Job Title: 1st Line Support Engineer
Start Date: ASAP
Location: Leeds
Duration: 10 Weeks

Would you like to work in a workplace that inspires amazing people to create brilliant customer experiences? Our client is a leading Betting & Gaming company; home to brilliant digital minds and innovation.

What you'll do…

We are looking for an experienced IT Tech Bar Support Engineer to act as 1st line support and initial triage for incoming IT queries. This would suit somebody who is just starting out on their IT career and wants to become a member of a highly skilled technical department.
You will be well educated, ideally with a qualification in a relevant IT area, and should already have some experience of working within an IT support function. You should have a good understanding of general IT principals and have a good working knowledge of Windows 10 and ideally Mac OS.
You should be confident troubleshooting general IT queries and have a good analytical appreciation of how computers function and work together. A basic knowledge of how networks interact would also be very useful.

How you'll do it…

    • Be first point of contact for all incoming queries on the IT Tech Bars.
    • Perform desktop platform support of Windows 10 and Mac OS v10.12 & v10.13
    • Logging of calls into the company service management tool, received via the phone, email and web services.
    • Resolution of calls logged in the company service management tool.
    • Resolve 1st line desktop, printer, server, application and telecoms issues over the telephone and in person.
    • Follow the company's IT processes in incident, access, request, problem and change management.
    • Performing remote and onsite hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications.
    • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
    • Actively liaise with 2nd line support or other relevant teams or other 3rd Party suppliers to resolve escalated issues requirements.
    • Investigate problems and troubleshoot, in order to progress problems through to resolution.
    • Carrying out daily tasks to ensure the smooth running of the Enterprise IT infrastructure, such as monitoring to ensure maximum availability and excellent performance of systems.
    • Occasional site visits to other Sky Bet locations to provide cover where required.

What skills we would like you to have...

    • Desktop platform support of Windows 10, Mac OS v10.12 & 10.13
    • A good understanding and working knowledge of basic Active Directory management.
    • The ability to use remote support systems to troubleshoot problems in other sites
    • Mailbox administration (Office 365 Administration)
    • Mobile Technologies, IOS & Android