Facilities and Infrastructure: First Line Support Engineer
Job in
Houghton, Huntingdon, Cambridgeshire, PE26, England, UK
Listed on 2026-08-20
Listing for:
SBV South Africa
Full Time
position Listed on 2026-08-20
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
- Serve as the initial point of contact for technical issues, offering support via email, phone, in-person, or remote channels.
- Diagnose issues comprehensively to resolve problems independently or escape to specialised teams.
- Resolve support tickets within agreed service level agreements, keeping users informed throughout the process.
- Proactively monitor and update incident logs, ensuring effective communication and coordination with stakeholders.
- Troubleshoot software, hardware, and peripherals, leveraging specialist support as needed.
- Install, maintain, and support hardware, software, and systems in alignment with infrastructure guidelines.
- Oversee equipment upgrades based on maintenance contracts and replacement plans.
- Create and present weekly reports on support activities and trends.
- Serve as the initial point of contact for technical issues, offering support via email, phone, in-person, or remote channels.
- Diagnose issues comprehensively to resolve problems independently or escape to specialised teams.
- Resolve support tickets within agreed service level agreements, keeping users informed throughout the process.
- Proactively monitor and update incident logs, ensuring effective communication and coordination with stakeholders.
- Troubleshoot software, hardware, and peripherals, leveraging specialist support as needed.
- Install, maintain, and support hardware, software, and systems in alignment with infrastructure guidelines.
- Oversee equipment upgrades based on maintenance contracts and replacement plans.
- Create and present weekly reports on support activities and trends.
- Serve as the initial point of contact for technical issues, offering support via email, phone, in-person, or remote channels.
- Diagnose issues comprehensively to resolve problems independently or escape to specialised teams.
- Resolve support tickets within agreed service level agreements, keeping users informed throughout the process.
- Proactively monitor and update incident logs, ensuring effective communication and coordination with stakeholders.
- Troubleshoot software, hardware, and peripherals, leveraging specialist support as needed.
- Install, maintain, and support hardware, software, and systems in alignment with infrastructure guidelines.
- Oversee equipment upgrades based on maintenance contracts and replacement plans.
- Create and present weekly reports on support activities and trends.
- Deliver technical assistance for ad-hoc projects, planned maintenance, and facilities management initiatives.
- Conduct first-line troubleshooting for hardware, software, integration, and security components.
- Configure, install, and maintain security software, service packs, and patches.
- Adhere to software and hardware installation specifications for optimal building infrastructure performance.
- Utilize a variety of monitoring tools, both offensive and defensive, to monitor systems and software proactively and constantly.
- Proactively address common support challenges by identifying and raising repeat system issues with the facilities and infrastructure industry specialist
- Conduct regular reviews of the assigned infrastructure to ensure that it is configured, installed, tested, and operational.
- Assure that incident resolution and recovery follow relevant processes and SLAs.
- Maintain standard operating procedures, quality control protocols, and security protocols.
- Comply with all facilities and Infrastructure procedures.
- Comply with all company policies and procedures.
- Adhere to the Assets Lifecycle Management Processes and Procedures.
- Support Facilities Manager with the compliance for building regulations and other legislation driven by the relevant legal authorities.
- Adhere to legislative requirements and company policies and procedures in respect of employment and safety practices
- Foster professional and positive engagement with users and speedy resolution of 1st line application support queries.
- Effectively handover, ensuring that no incidents are dropped, neglected, or poorly managed.
- Provide continuous feedback to internal and…
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