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1st Line Support Engineer
£30,000 - 30,000
Penelope
Cheap Street 11-12, Bath
£30,000 - 30,000
Requirements
Must:
- Ability to enthusiastically diagnose technical issues quickly, in person, over the telephone, and via our ticketing system.
- Capability to communicate with users at all levels, simply and accurately describing technical problems in a way that users can understand (avoiding jargon).
- Excellent people and communication skills, both spoken and in writing.
- Strong problem-solving skills with a proactive and analytical approach.
- Exceptional organisational and time management skills – multitasking is essential.
- Great attention to detail.
- Previous experience supporting users with laptop, desktop, and printer issues.
- Experience supporting and administrating Office 365 and/or Google Workspace.
- Experience supporting networking devices/functions such as DHCP, Wi-Fi, routers, broadband, etc.
- Familiarity with supporting Windows 10 and common desktop software, including Microsoft Office.
- Basic understanding of cloud concepts.
- Right to work in the UK.
- At least two years of experience in a similar position (experience excludes any time as an apprentice or trainee).
Desirable:
- Experience supporting users within a virtualised environment.
- Experience supporting users and devices running MacOS.
- Experience supporting virtualised infrastructure assets.
- Experience with MDM (mobile device management) tools such as Intune / Apple Configurator.
- Networking skills, including TCP/IP, routing, DNS, etc.
- Microsoft Windows Server 2008/2019 experience.
- Certified MCP (Microsoft Certified Professional).
- Experience working within a managed service provider (MSP) environment.
- A Bachelor's Degree or equivalent advanced studies/training.
Responsibilities
We are looking for someone who is comfortable and experienced at a 1st / 2nd line level providing desktop support to our clients and their users. In this role, you will support organisations using a variety of cloud (Office 365, Azure, G Suite) and on-premises (Windows, Macs, Exchange, SQL, etc.) environments. Each day will present new challenges, and you will not only support clients remotely but also have opportunities to visit them on-site and participate in projects and migrations. We value problem-solving skills, so you will thrive in this position if you enjoy finding the right solutions to various challenges.
Description
At Penelope, we are committed to providing great and affordable IT support for organisations dedicated to making a positive difference. We pride ourselves on being a Living Wage employer and a certified B-Corp company with strong social and ethical principles. Our focus is on delivering quality service and effective solutions rather than maximising profit. We have offices in Bath and London and believe in fostering a supportive, stimulating, and nurturing environment for our team to thrive. To support our clients, we offer a negotiable salary of up to £30k dependent on experience, with the potential for bonuses based on performance. Additional benefits include 24 days of holiday plus bank holidays, a generous pension scheme, electric vehicle salary sacrifice scheme, cycle to work salary sacrifice scheme, cinema/cultural/gym membership, potential for hybrid working, and a fun office environment with clever colleagues. We are excited to offer opportunities for growth, access to training, and further qualifications for our team members.
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