1st Line Support Engineer
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Position Overview & Specifications
Due to ongoing business growth, an exciting opportunity has arisen for a 1st line technical support engineer to join an industry leading integrated technology provider based in Halesowen, Birmingham.
This person will join an existing technical services team delivering tailored, bespoke & sometimes complex solutions into clients.
EBC Group has a wealth of experience in providing managed IT services to businesses across the UK. At the forefront of business innovation, the EBC Group services encompass a comprehensive range of managed services including Infrastructure as a Service, unified communications, backup and disaster recovery, managed print solutions and many more.
THE ROLE
EBC are currently recruiting for a 1st Line Service Desk Analyst to join an exciting and growing Managed Service Provider support team. You will be responsible for ensuring that all customer calls are answered promptly, provide excellent customer service, and diagnose a range of technical faults for a wide variety of clients.
The ideal candidate for this role is somebody that enjoys learning and has a passion for technology. Somebody that thrives to deliver excellent customer service and be part of a great team. You will be the first point of contact for our customers and therefore must be a clear and confident communicator.
The ideal candidate is required to have:-
- Great customer service skills
- A knowledge of / interest in technology
- Be confident communicator via email and telephone
- A methodical approach to troubleshooting issues
- Be a team player
Experience/knowledge of following systems would be advantageous:
- Windows Server
- Active Directory
- Office 365 Mail
- Remote Desktop Technologies
- Windows Operating Systems
- Network fundamentals
Key Responsibilities
- Providing telephony support to customer base.
- Logging incidents via EBC Group’s ITSM System.
- Prioritising & Categorising tickets based on impact and urgency.
- Concentrate on first time fix resolutions prior to escalation within agreed timescales.
- Providing professional customer service.
- Contributing to EBCs continual service improvement plan.
Job Type: Full-time
Salary: Up to £24,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Halesowen: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have or require sponsorship to work in the UK?
Work authorisation:
- United Kingdom (required)
Work Location: In person
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for 1st Line Support Engineer roles across EBC Group(UK) Limited's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £24,000 - £24,000 bracket, including retirement vesting and health parity.
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