1st Line IT Support Engineer



Telford, United Kingdom
Full Time
2y ago

Company Description

We’re changing it up 

We’re on a mission to build the UK’s finest digital infrastructure and unleash Britain’s potential. Together, we’re achieving incredible things. We may have big ambitions, but we never lose sight of what matters. That’s why we’ve created an open, inclusive environment where people can be themselves, where wellbeing and mental health come first, where we take a flexible approach to working, and where everyone has the chance to pursue their passions, keep learning and grow their careers. We’re changing up Britain and we’re changing up the workplace with better rewards, more opportunities to grow and the chance to make a difference to communities across the UK.  

A rewarding career 

We’re passionate about our work and we’re passionate about our people too. With a salary of up to £24,000 depending on experience, when you join the CityFibre family you’ll also enjoy benefits like 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, performance-related bonus scheme, and private healthcare.

How can you change it up?

If you’re an enthusiastic 1st Line IT Support Engineer who is looking to join a forward thinking organisation where you can build on your existing skills and where everyone has the chance to make an impact, then this might be the role for you! 

You’ll be joining on of our busiest teams, providing on site Mac OS support to employees across CityFibre (including our Executive team), diagnosing and troubleshooting faults, liaising with the ticket raiser to provide timely updates and taking responsibility all the way through to resolution. If you’re not quite a Mac specialist just yet, then don’t worry because we’ll offer you all the tools, training and support you need to succeed! Some of your key responsibilities will be:

  • Providing a valid First Response to customer tickets and initial Triage 
  • Keeping customers updated with the latest information via the ticket system 
  • Fulfilling requests for new hardware and accessories 
  • Maintain the customers asset records such as Mobile phone, Laptop and Accessories 
  • Setting up and configuring laptops and mobile phones for all new starters and shipping to their address 
  • Supporting our Office365/Azure environment used by our employees on a day to day basis 
  • Providing the initial triage and response to customers needing support, escalating to 2nd Line Engineers if needed. 

What will you bring to the role?

This is a hands-on support role, so it’s important that you have some operational IT support experience troubleshooting a range of issues (ideally some of these Mac related), as well as the ability to work from our London offices based in Charing Cross. You should be able to both build and configure end user desktop equipment to the specifications of the business. 

You’ll have strong customer service and communication skills as you’ll be working with, and providing support to employees of varying levels of seniority across CityFibre, including our CEO. You will also be required to have excellent computer literacy skills as you will be required to work from written guides to resolve issues. 

You’ll also have experience with:

  • Virus detection and management 
  • Building laptops
  • DNS
  • Azure AD
  • Microsoft O365
  • Ticketing systems such as Jira 
  • Working in an ITIL Service Desk Environment  

If you have the drive to learn, develop your skills and progress your career, then we’ll help you get there!

Our unique culture 

We are proud to be an equal opportunity employer; we celebrate diversity, we believe everyone has a voice and we’re committed to creating an inclusive environment for all. Even though we come from different backgrounds and do different jobs, we’re united by The CityFibre Way - our unique code of behaviours that inspires how we think, act and work. We back each other, think smart and act fast, and we’re passionate about giving it our best to build a legacy together. 

Ready to start changing it up? Join the CityFibre family today. 


Additional Information

CityFibre is committed to providing equal employment opportunities to individuals from all backgrounds, including ethnicity, gender, sexual orientation, gender identity, religion, age, family status and disability. We recognise that everyone is an individual with a wide range of experiences and perspectives and believe this diversity of thought is what makes CityFibre special.

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Onkar By: Onkar