Severnside Software Lrd.

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1st Line IT Support Engineer

£18,000 - £21,000 p/a

SSL is a long standing and rapidly growing IT Support and Software Development company based on the Waterwells Business Park in Quedgeley, Gloucestershire.


The IT Support Department is responsible for supporting and maintaining our customer’s IT systems and for providing efficient IT support to all business users.

Responsibilities include:

  • Providing helpdesk and onsite support for various clients
  • Managing own workload of tickets to ensure SLAs are met
  • Escalation of issues to 3rd party software and systems suppliers where necessary
  • 1st Line technical support (phone, email and in person)
  • Assigning of incidents to the most appropriate analyst or Third Party where appropriate
  • Installation of a variety of new equipment and systems
  • Maintenance of end user equipment builds and processes.
  • Equipment fault finding/troubleshooting, testing, repair or dispatch for repair.
  • Regular/scheduled support site visits

Experience required/ Desirable experience:

  • Previous IT helpdesk experience required at 1st line of support
  • Windows Desktop environments, Windows 7 & 10
  • Windows Server 2008 / 2012 / 2016
  • Networking – LAN, WAN, Firewalls, Routers, Switches, DHCP, DNS, TCP/IP
  • Wireless networks
  • Office 365 and Exchange Online
  • Knowledge of server maintenance tasks – Active Directory and Exchange user accounts
  • Experience in installing, configuring and general PC & laptop maintenance
  • A relevant Microsoft qualification preferred – MTA/MCSA/MCSE, but not essential

Personal qualities:

  • Committed to quality
  • Well organised
  • Attention to detail
  • Self-motivated
  • Capacity to accept direction, and work as part of a team
  • Good interpersonal skills. Ability to build rapport across a wide range of customers.
  • Patience, enthusiasm and good humour.

Job Type: Full-time

Salary: £18,000.00 to £21,000.00 /year


  • Working in an IT support environment: 1 year (Required)


  • GCSE or equivalent (Required)


  • Full UK Driving Licence (Required)