1st and 2nd Line Support Engineer

1st / 2nd Line Support EngineerLocation: High Wycombe (Office-based, occasional customer site visits)Salary: £24,000 - £34,000 DOE + Annual BonusAbout the RoleThis is a fantastic opportunity for you, a 1 Line Support Engineer / or 1 and 2 Line support Engineer to join a thriving IT Support Company to provide first class support to their varied client base.There is lots of opportunity for training and development and to move into a more dedicated 2 Line support position - and possible 3 line further down the line.You''ll act as the first point of contact for customer IT issues, providing high-quality technical support, troubleshooting a wide range of hardware, software, and networking problems, and escalating more complex cases as your experience grows.This role is ideal for someone proactive, customer-focused, and keen to build a long-term career in IT support.Key ResponsibilitiesServe as the first point of contact for IT support queries via phone, email, and ticketing systemLog, update, and manage support tickets with accurate and detailed informationDiagnose and resolve common hardware, software, OS, and network issuesCommunicate clearly with users of varying technical ability, including non-native English speakersTake ownership of tickets and ensure timely resolution within SLAsWork calmly under pressure and prioritise effectivelyEscalate recurring issues, trends, or complex cases to senior engineersUse remote support tools to troubleshoot efficientlyMaintain internal ..... full job details .....