Job Description

IT Engineer (1st / 2nd Line)

Service Desk Engineer (1st / 2nd Line IT Engineer)

Blowfish Technology values its team members and is dedicated to investing in them. Our company culture and strength are built on the hard work, professionalism, and determination of our employees. By joining our supportive and caring team, you will become part of a growing organisation that offers numerous benefits and opportunities for career advancement in a professional and modern work environment. Our goal is for you to flourish as a member of our committed and engaged team, with a focus on delivering exceptional customer service and advanced technology solutions.

We are currently looking for a 1st / 2nd Line IT Support Engineer to join our Technical department. The 1st / 2nd Line Support Engineer serves as the first point of escalation from 1st / 2nd Line Support Engineers, handling more complex client incidents, service requests, and planned work. 1st / 2nd Line Support Engineers take charge of customer tickets and ensure their resolution by following Blowfish Technology's documented processes, troubleshooting, researching, diagnosing, and identifying solutions, and creating the necessary documentation.

You will support a national customer base and internal IT infrastructure, resolving escalated tickets, undertaking routine proactive work, and assisting on project work where required. Some field work may be required providing the successful applicant with a great opportunity to meet the clients and customers on a face-to-face basis and build relationships a heavily customer focussed industry.

The perfect candidate for this role should possess outstanding communication abilities, be attentive to customer needs, and have a solid technical foundation. You should be able to perform well under stress and effectively prioritise tasks. Additionally, you should be capable of working both independently and as part of a team.

As IT Support Engineer your duties will include:

Manage tickets through to escalation or resolution

Proactive maintenance through monitoring, patch management and administration of customer and internal IT estate

Backup and restore management

Antivirus monitoring, management and support

Support and educate other Service Desk Engineers

IT Project delivery support

Provide relevant communication to customers and/or internally.

Providing technical support to clients via the telephone and the ticketing system.

Diagnosing and resolving software and hardware faults.

Installing, configuring, and supporting desktops and laptops.

Supporting users and their devices.

Attending site to provide support and installations.

Ensuring that clients are always kept up to date and effectively manage their expectations.

Educating clients in how to use our supported systems.

Ensure the correct categorisation of each ticket and update throughout the lifecycle of the ticket.

Escalating unresolved tickets to 2nd & 3rd Line Support Engineers when required.

Help with 2nd Line Support Engineer tickets

Prepare/update documentation, diagrams, and process for the benefit of the team and Service Desk

Skills & Experience

Essential:

Minimum 3 years experience in a similar role

Remote Management and monitoring Platforms

Ticket System/Management Experience

Full Driving License

Knowledge & Understanding in the following areas:

o Windows / Mac Operating Systems

o Active Directory & Azure AD

o Hardware, Software

o Network Trouble Shooting TCP/IP and general WAN / LAN

o Hyper-V & VM-Ware Virtualisation

o DHCP / DNS Knowledge

o Security (Anti-Virus, Anti-Spam, Anti-Ransomware)

Excellent IT technical troubleshooting and problem-solving skills

Effective Customer service engagement

Keen eye for detail

Self-motivated, independent and ability to work alone or as a team

Good time and task management

Ability to build and maintain effective relationships

Clear communication

Application of Standards and Procedures

Understanding of Firewalls. Understand and troubleshoot rules.

Desirable

Microsoft Qualifications & Certifications. Ninja RMM 3 years' experience in an IT support discipline and help desk environment ITTL Understanding

The comprehensive package and benefits offered at Blowfish Technology includes:

Competitive salary Competitive holiday package, additional days accrued with length of service Extensive training and development opportunities with internal progression available. Wellbeing package including discounted gym, support towards optical and dental treatment and others. Free parking. Regular team social events including amazing Christmas parties and Family Fun days and much more!
Job Type: Full-time

Pay: 23,500.00-27,000.00 per year

Additional pay:

Bonus scheme Performance bonus Yearly bonus
Benefits:

Casual dress Company events Company pension Free parking Gym membership Health & wellbeing programme On-site parking Sick pay Work from home
Schedule:

Monday to Friday
Ability to commute/relocate:

Nottingham: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (preferred)
Experience:

Customer service: 3 years (required) Technical support: 3 years (required)
Work Location: In person

Application deadline: 09/05/2025
Expected start date: 01/06/2025