1st Line on Site support Engineer – up to £21,000 depending on experience advertised by GlosJobs.co.uk

Job Details

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GB Electronics Ltd

Contact Information:
GB Electronics Ltd
GBEC House
31 Barnett Way

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1st Line on Site support Engineer – up to £21,000 depending on experience


Reports to:  Technology Service Delivery Manager

Job purpose

To provide customer service and general administration duties for Converge onsite services. To provide remote, onsite and workshop IT support to Converge Customers.  To assist with and implement projects scheduled by Service Desk Coordinator/Manager or a Project Manager. 

Duties and responsibilities

• Provide support for the 1st line support and escalations for our customers
• Provide mentoring for the 1st line support Engineers
• Provide Business as usual IT support on site for Converge customers
• Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all Converge customers when on their sites
• Correctly log and update tickets with the required information relating to support requests
• Manage, monitor and maintain server and workstation monitoring platform on a daily basis
o Logging support tickets for all issues flagged, including 24/7 and daily checks
o Notify the service desk coordinator of reoccurring outages
o Raise hardware failures as critical P1 priority
o Raise outages as critical P1 priority
• Manage ticket priority, category and customer updates for calls in unassigned ticket queue
• Manage own ticket queue and work schedule in an efficient manner
• Assist on Project work and Projects run from the Service Desk
• Provide coaching on technical skills and processes to junior staff
• Provide pre-sales support to Converge existing customers
• Highlight and complete proactive maintenance for Converge support customers
• Provide excellent and effective customer service at all times
• Provide general administration and scheduling tasks for the service desk coordinator
• Ensure that your timesheet is updated accurately and promptly
• Ensure all paper work relating to finished work is accurately completed and submitted in a timely manner
• OOH on call rota
• Any other duties specified by your line manager

Skills and Experience

• Will have over 1 years’ experience working in an IT support environment covering a number of different technical areas
• English Language (written and verbal) to a GCSE level or equivalent.
o Should be able to demonstrate good communication skills, written, over the phone and face to face
• Have at least 1 formal IT qualification at entry level or above
o For example, GCSE ICT, CompTIA, Microsoft certification, BTECH or similar.
• Will have good customer service skills and have experience in providing customer service
• Will have experience in troubleshooting Microsoft environments
• Will have a willingness to learn new skills in a face paced environment
• Comfortable working within a team or on own initiative
• Provide excellent documentation skills
• Full driving license

Technical Knowledge/Experience

• Working knowledge of windows server 2003/2008/2012/2016
• Working knowledge of windows 7/8/10
• Working knowledge of Office 2003/2010/2013/2016/365
• Exchange server 2003/2007/2010/2013/2016/365 implementation experience
• Working knowledge of VM Ware and or Hyper-v
• Working knowledge of networking components, networking operating systems and basic maintenance
• Backup configuration and maintenance experience
• Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
• Daily system checks, servers, backups and firewalls Escalation point for incident resolution

Working conditions

The typical working environment will be on either customer sites or in an office location either at Converge or the company’s sister company GBE Ltd, based in Barnwood.  The role requires that you will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours’ support contracts as defined by the Technology Operations Manager

Key Performance Indicators

1. Maintain 95% or above on our service desk SLAs
2. Ensure that timesheet recording does not fall below 100%
3. Achieve the daily target for ticket closing
4. All tickets, Job Sheets or Project work to be documented and paperwork completed within 24hrs (1 day) of completion
5. Maintain the Converge knowledge base to ensure technical details are recorded and accurate
6. Prepare your Personal Development Plan before every review meeting

Physical requirements

The job requires that the engineer is able to lift and move typical IT equipment (PC’s and Laptops) from floor to desk regularly.  Long periods of working in front of a VDU with regular breaks is common.  Occasionally you may be required to travel long journeys to complete customer support or training.

Direct reports


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