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1st Line Support Engineer

Salary Details:
Negotiable dependent on experience + company benefits
Closing date for applications:
30 Nov 2018
Job Description

Provision of 1st Line helpdesk support to manage a dedicated team on a customer site including receiving, logging progressing, escalation (as required) and closing of Helpdesk calls on a day to day basis. Successfully resolve 1st line technical issues.

Key responsibilities include:

  • Replacement of toner cartridges, keyboards, mouse & monitors.

  • Maintenance of the Asset database.

  • Provision of statistics to support evidence of SLA delivery.

  • Provide support on hardware audits, management and disposal of assets.

  • Maintenance of processes and documentation that support Helpdesk functions.

  • Provide interface with external support contracts.

  • Provision and control of media in accordance with agreed processes.

    Mandatory Skill Requirements:

  • Hardware - Awareness of Servers, Desktops, Storage & Network Equipment

  • Software - MS Office

  • Tools and Methodologies - Helpdesk Operations


  • SC Cleared with the ability to successfully obtain DV clearance

  • Good written and verbal communication skills

  • Experience of working within project teams and on own initiative

  • Ability to work under pressure and to a deadline.

    Desirable Skill Requirements:

  • Tools and Methodologies – ITIL

  • Applications - Supportworks by Hornbill

  • Markets – Defence


    Working knowledge of MoD related processes and support.

    MASS is an equal opportunities employer.