1st Line Analyst

1st Line Engineer - Central Birmingham

Working with a well-known and public-facing organisation of circa 2000 IT end-users and multiple sites across the country, you'll be part of a small team supporting users and resolving technical issues spanning all end-user-computing, infrastructure, business systems, telephony etc across multiple sites.



You will be working within a small and friendly IT team of very capable individuals dealing with tickets logged from internal users and resolving or escalating when required.

You'll be given the opportunity to rapidly progress your career and gain exposure to 2nd line responsibilities within a well established and thriving organisation.



Core responsibilities:

• Provide first point of contact technical IT support - both remotely and physically


• Support projects as required, such as a current laptop build and deployment project


• Ensuring that issues are being resolved in accordance to SLA's and service excellence is upheld whilst ensuring all calls are accurately logged within the IT Service Management (ITSM) tool.


• Respond to service requests including resetting passwords, unlocking user accounts, managing access permissions from the O365 admin portal and installing software


• Maintain Active Directory including management of end-user accounts


• Perform basic security administration tasks


• Collaborate with 3rd parties when required, ensuring all problems are dealt with swiftly

Skills required:

• Previous experience working in a support role


• Experience supporting Microsoft Windows Server based Infrastructure


• Experience with Windows 10, Office 365, Active Directory


• Any basic networking knowledge (DHCP, DNS, TCP/IP) will be highly beneficial.


• Setup and administration of endpoints (laptops, desktops, mobile phones, tablets)


• Experience working in an ITIL environment (knowledge of Incident Management, Change Management etc), any ITIL certifications will be highly favoured


• Possess excellent communication skills with the ability to explain technical concepts to non-technical users


• Possess a positive can-do attitude and be able to communicate with users of all different technical levels

£26,000 - £30,000 PA for the right person plus some excellent benefits (industry leading pension scheme, discounted/free public transport travel etc.).