1st line Support Engineer

As a First Contact Resolution Engineer you will be a cut above the typical 1st Line Engineer, working from our Milton Keynes HQ as part of a blended team of experienced engineers (1st Line, FCR, 2nd Line). You are encouraged to follow through on technical issues and to grow your skills across the varied environments and technologies you will support. You will receive training to support your growth, with a view to progression as you increase your knowledge and standing within the team.

This role is pitched at a level where engineers should be able to resolve above 70% of the tickets coming into the business – you will be given the freedom and trust to work on every technology that our clients own.

While we hold technical skills in high regard, we seek someone with a can‑do attitude and a willingness to improve and learn.

• Remote customer support, performing various support tasks (not exhaustive):
• Device Troubleshooting (Desktop/Laptop/Mobile)
• Active Directory / Exchange / Office 365
• Printer Troubleshooting/Configuration
• Network Troubleshooting (Server, Switching)
• Logging all support queries as tickets and communicating with clients to keep them updated on ticket progress
• Accountable for your own personal ticket queue, ensuring all tickets are updated and closed in a timely fashion
• Supporting the progression of 1st Line/Apprentice engineers within the team

• Experience in supporting:
• Device Troubleshooting (PC/Laptop/MAC/Mobile)
• Active Directory / Exchange / Group Policy / In Tune
• Microsoft 365 / Azure / MDM
• Networking
• Customer‑centric with great people skills
• Proactive and positive approach to problem solving and client interaction

• Experience of virtualised Microsoft environments
• Experience with Egnyte for file storage
• Microsoft Terminal Services/RDP support level

• Takes pride in providing a high level of service
• Regularly goes above and beyond
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively

• 25 days annual leave + public holidays
• Birthday Leave:
  One extra day off to celebrate
• Company Pension Scheme
• Health Care
• Employee Assistance Programme (EAP) for wellbeing support
• Ekc Olympics:
  Global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Real opportunities to grow, including international progression