First Line IT Support

Location UK / Belfast

Job Type Permanent full-time, TemporaryContract

Salary £15000 - 20000

Updated 4 days ago

Reference 1371551

 Job Description

As a 1st Line Engineer you will be charged with technology related requests covering both issue resolution and infrastructure changes.

With some of the world’s biggest and most well-known brands as our clients, chances are, you’ve already interacted with Concentrix! Whether you’re buying a pair of jeans online, calling tech support about your new headphones or ordering a ride share we’re behind the scenes making the customer experience smoother. But we do more than just customer service! Concentrix helps clients with everything from consulting and technology services to analytics and insights.

Join a company where you can grow and develop in your career, where we are fanatical about our clients and staff as we become the greatest customer engagement services company in the world, rich in diversity and talent.

The Role:

As a 1st Line Engineer you will be charged with technology related requests covering both issue resolution and infrastructure changes.

What can we offer you?

  • A bright, modern, place to work with excellent staff facilities.
  • We’re based in the heart of Belfast, with excellent transport links.
  • Spend your lunch breaks in the onsite café, grab something fresh from the juice bar or work up a sweat in the gym or yoga room.
  • Take advantage of benefits and discounts with local and national suppliers.
  • Look after your future with our company pension scheme.
  • Hard work and dedication is rewarded at our annual company awards ceremony.
  • Develop your career in a global company of over 225,000 employees across more than 40 countries!

Your day to day role: 

  • Installs, moves, adds and changes to hardware (PC and phone) and software, Including iMacs & Windows OS.
  • Day-to-day administration of desktop/phone and user required business applications.
  • Daily management of mail queues.
  • Resolution of all helpdesk related queries and issues, logging of calls, responding and resolving calls against prioritised timescales.
  • Diagnosing hardware faults on desktops and laptops.
  • Moving hardware between onsite locations.
  • Resolving issues with e-mail clients (Outlook) and Windows 7/8/10 operating systems
  • Maintaining and updating the company Active Directory domain, this includes both user and group policy administration.
  • Setting up new accounts on Exchange, Active Directory and client software systems.
  • Making basic network changes (VLAN changes) or diagnose connectivity issues on client applications, VoIP phones, etc.
  • Updating McAfee anti viruses through server and troubleshooting.
  • Installation of CRM and troubleshooting web CRMs issues.
  • Participate in on call rota.
  • Knowledge transfer to 1st line colleagues in iMac support.

Have you got what we’re looking for?

  • 6 months experience in a busy corporate desktop support team.
  • Successfully completed at least one Microsoft exam on the topic of Microsoft Client or Server e.g. Exam 70-640: Windows Server 2008 Active Directory
  • Knowledge and experience in supporting MS Windows and Mac OS.
  • 6 months experience in a fast-paced customer service environment
  • A proactive team player with excellent communication, documentation and presentation skills including attention to detail
  • Investigative, self-starter with a strong focus on problem solving; strong troubleshooting skills
  • Demonstrates ownership and accountability to achieve deadlines and targets
  • Experience of working in a team-based environment supporting the team in achieving the highest quality standards.
  • Ability to plan and organise assigned workload within policy and procedure
  • Demonstrates an understanding of the need for change and an ability to adapt to the needs of business.
  • Demonstrates the ability to work on own initiative.
  • Experience of fixing and resolving hardware faults on desktop PCs and laptops
  • Administrative experience of Windows 2008 Active Directory based solutions
  • Working knowledge of POP3 / SMTP / IMAP
  • Citrix / Terminal services administration and troubleshooting
  • Sound working knowledge of TCP/IP, especially name resolution (DNS, WINS, Hosts, etc)

Desirable Criteria:

  • Microsoft Certified IT Professional certification in Windows Server 2008 or Enterprise Desktop Administrator 7.
  • Working experience with the setup, administration, and deployment of Active Directory Group Policies.
  • Experience with cloud solutions.
  • Experience of Symantec Back Up Exec.
  • At least 6 months experience working with Microsoft Exchange.
  • At least one years’ experience working with a Windows server infrastructure.
  • Proven experience in LAN/WAN desktop troubleshooting.
  • Linux experience


40 hours per week on a rotational shift pattern from Monday to Friday 7am – 6pm, a rolling on call rota will require you to cover one week per month Monday to Saturday, 7am-4pm.  Operational hours are 24 hours 7 days per week, so there will be a requirement for the successful candidate to provide out of hours on-call support and a high degree of flexibility to meet the business needs.

Concentrix is an Equal Opportunity Employer and we welcome candidates from diverse backgrounds. All applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.