Job Description

Location: One2call HQ


Type: Full-Time


Salary: Competitive (based on experience)


Working Hours: 42.5 Hours between 7:00-19:00


Annual Leave Entitlement: 20 days holiday (rising to 25) + Bank Holidays


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About One2Call - Your Managed Technology Provider

At One2Call, we're not just another MSP--we are a Managed Technology Provider. Since 2007, we've been helping businesses across the Midlands and North of England thrive by delivering fully managed services across the full spectrum of business technology.


Our core services include:


Managed IT Services Business Connectivity & Internet Solutions Voice and Unified Communications Cyber Security & Compliance IoT & Smart Technologies Business Intelligence & Automation

We pride ourselves on being friendly, local, honest, and easy to work with--always putting people first. We're growing and evolving fast, and we want people on our team who are ready to grow with us.


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The Role: 1st Line Service Desk Engineer

We are seeking a skilled and motivated 1st Line Service Desk Engineer to join our team. In this role, you will be the technical focussed with strong customer service skills, you will be providing support and resolving IT issues. Your expertise will be crucial in maintaining our high standards of service and ensuring client satisfaction.

Responsibilities:

Technical Support: Provide intermediate technical support to customers over the phone Incident Management: Manage and resolve 1st Line incidents, requests, and change requests in line with Service Level Agreements (SLAs). Customer Service: Ensure high standards of customer service, resolving issues efficiently and effectively. System Monitoring: Monitor clients' IT systems using remote monitoring tools. Documentation: Maintain accurate records of issues and resolutions. Collaboration: Work closely with 2nd Line Engineers for complex issues and escalations.

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What You'll Bring

Essential Skills & Experience

Strong troubleshooting/fault-finding skills Clear documentation skills At least 1 year in a Level 1 IT Support engineer role or Equivalent

Desirable

Microsoft Certified: Azure Fundamentals or M365 Fundamentals Certified
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Who You Are We're looking for someone who:

Is eager to learn and takes initiative Embraces change and enjoys learning new technologies Builds trust with customers Supports the team and takes ownership of outcomes

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Our RISE-UP Values

We believe great people build great companies. Our team lives by our RISE-UP values:

Responsibility - We own our work, our actions, and the outcomes. Integrity & Trust - We do what's right, even when no one is watching. Service Excellence - We go the extra mile to deliver the best for our customers. Effort = Results - We believe hard work, structure, and persistence bring results. Understanding & Empathy - We listen, understand, and care for our customers and each other. Progress & Growth - We're always learning, always improving.

If you live these values too, you'll thrive at One2Call.


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Benefits


Work Fitness scheme Private Healthcare Internal Gym Team Building Events Free On-site Parking * Company Pension