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1st Line Support Engineer Job Description

Job Description

Job Title: 1st Line Support Engineer

Reports to: IT Systems Manager

Hours: Monday to Thursday 08:00 hrs – 17:00 hrs and Friday 08:00 hrs – 16:00 hrs

Location: M&H Plastics, London Road, Beccles, Suffolk, NR34 8TS

Job Purpose:

To support the I.T. function in terms of ensuring first line user support requests are logged, resolved or escalated as required. To perform other IT related tasks as required to support the department’s ongoing projects and objectives. This is your opportunity to progress within an exciting and rewarding I.T. role whilst benefiting from experience gained from the team you work within and from adhoc training as required. As an I.T. Helpdesk Support Technician you will gain practical experience in all aspects of I.T. support servicing two local sites.


  • To assist the IT Support Helpdesk, logging all support calls as received via phone, emails and Intranet and to resolve requests that fall within an agreed remit.
  • To prioritise and escalate any support requests that fall outside the agreed remit onto the relevant member of the IT team and with the required detail of information.
  • To communicate with users around the site in terms of outstanding issues.
  • Troubleshoot end-user hardware, operating systems, basic network, server access, and voice communications issues and resolve where appropriate.
  • To partake in an ‘out-of-hours’ on-call rota, primarily to receive calls and to pass on for remote assistance as required.
  • Some configuring, testing, installing and maintaining of PCs, hardware and software in conjunction with the Senior Network Engineer.
  • Maintaining audit information of all IT hardware and software.
  • Miscellaneous support / guidance in IT related areas such as photocopying, scanning, emailing and photography.
  • Miscellaneous I.T involvement and support in other related areas, including rotation to our Ellough site.
  • The post holder may be required to perform duties other than those given in the job description. The particular duties and responsibilities attached to the post may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and would not themselves justify the re-evaluation of the post.

Person Specification

Essential qualifications, skills and knowledge:

Selection CriteriaMethod of Assessment
Competence and an in depth understanding in the use, maintenance and basic configuration of PC computers.Application form/Interview
Extensive knowledge and competence with MS Office Software (in particular Microsoft Word, Excel, Outlook and PowerPoint 2007-2016). Office365 DesirableApplication form/Interview
Competence and in depth understanding of Windows Operating Systems.Application form/Interview
5 GCSE’s at grade C or above (must include Maths and English).Application form
Ability to work on own initiative, both alone and as part of a team to achieve objectives and taking accountability for work/actions undertaken.Application form/Interview
Good verbal communication skills, both face-to-face and by telephone.Interview
Good written communication skills.Application form
Is conscientious and thorough in all aspects of work responsibilities, and has a professional approach to work.Interview
Has a logical and methodical approach to problem solving.Interview
The ability to respond positively to changing work demands.Interview
The ability to work under pressure, remaining calm and in control with the ability to prioritise tasks accordingly.Interview
Ability to plan and organise own work, ensuring a high level of accuracy in all work undertaken.Interview
Highly driven, ensuring that the job is done well and recognising the importance of customer satisfaction in their work.Interview
Helpful, willing and enthusiastic attitude.Interview
Willingess to undertake further training as required.Interview
Full UK driving licenceApplication

Desirable qualifications, skills and knowledge:

  • Basic Networking skills (Active Directory, TCP/IP, DNS, Firewalls).
  • Either a Microsoft Office Specialist (MOS) certification or ECDL (European Computer Driving Licence / ITQ qualification).
  • Experience of installation and configuration of software on PC’s would be useful (particularly in a commercial environment).
  • Mac OSX / IOS / Android Operating Systems.

The post holder may on occasion be required to undertake some work outside office hours when the IT team is working on exceptional projects. This post will require regular travel and loan working at our Ellough site, however a company car will be made available for this purpose. Your main site of work will be London Road, Beccles.