1st Line Service Desk Engineer

Birmingham, 40hrs per week

Probrand Ltd is a leading IT services provider offering computer services to a wide range of SME clients across the country. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base. 

This is a hybrid role mainly working from home working alongside a team of engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company.  We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below.

Main duties:

• Providing technical support to customers
• Acting as ‘Fast Response’ to desktop user issue preventing them from working
• Support the Service Administrator in taking telephone calls to the main support line and logging support tickets
• Ensuring that the Service Level Agreements (SLA) are always adhered to
• Taking ownership of an issue up to the point of resolution or escalation
• Following helpdesk procedures and policies
• Remain up to date with the latest technologies and platforms

Experience:

• Microsoft Windows, 7, 10, 11 – Installation & Troubleshooting skills
• Microsoft Office all recent versions including 365
• Microsoft Windows Server 2008, 2012, 2016, 2019, 2022 and 2025 (AD, DHCP DNS etc.) – training will be provided
• Microsoft Exchange Server 2007, 2010, 2013, 2016, 2019 and Exchange online – an advantage but training will be provided
• Basic Networking (TCP/IP) – Troubleshooting network and internet issues but training will be provided
• Some Knowledge of ADSL / Routers / Switches – training will be provided
• Basic Firewall knowledge – Ideally SonicWALL however product training will be provided
• Basic Knowledge of Desktop and Server hardware troubleshooting
• Exposure to Antivirus Software, AVG, SOPHOS & Bitdefender
• Exposure to Backup Software – Backup Exec, Veeam
• Any Kaseya, VMware, Hyper V experience a bonus
• Ideally MSP experience but not essential

Soft skills:

• Ability to work independently and take initiative
• Willing to go the ‘extra mile’ in helping solve client issues
• Strong communication skills both written and verbally
• Analytical and methodical approach
• Ability to work under pressure and manage different call priorities
• Keenness to expand knowledge both in and out of work
• Escalate calls to the Senior Engineers when appropriate
• Must be able to communicate clearly at a technical and end user level
• Must have excellent documentation skills

The 1st Line Service Desk Engineer will ideally have experience of working within a similar role. Possession of any IT qualification including MCP/CompTIA A+ would be desirable but not required.
 

Benefits: 

• 31 days’ holiday including bank holidays 
• Option to buy and sell annual leave 
• Life Insurance 
• Free and confidential access to our Employee Assistance Programme – 24/7 health, financial and wellbeing support 
• Tailored benefits platform – includes discounts on retail, travel, gym and leisure 
• YuLife wellbeing app with 24/7 access to a virtual GP service, free will writing service and second medical opinion scheme 
• Cycle to work salary sacrifice scheme 
• Electric car salary sacrifice scheme 
• Paid Volunteer Leave 
• Training and professional development opportunities 
• City centre office – including onsite café and free access to gym, shower facilities, and secure bike lockers.

Probrand is an equal opportunities employer. We value diversity and are strongly committed to providing equal employment opportunities for all. If you require any adjustments to support your application, please let us know.