Service Desk

1st Line Technical Engineer

We are looking for a 1st line presence to be the contact point for our customers, perform initial investigations and escalate any tickets to 2nd/ 3rd line teams.

Job Description

Location: Newport (NP10), with occassional travel to SysGroup and customer sites

Hours: 37.5 hours per week

Salary: £20,000-£24,000

Reporting to: Head of Customer Experience


SysGroup is an award-winning managed IT services, cloud hosting and expert IT consultancy provider. The Group's head office is in Liverpool, and has offices in Manchester, London, Newport, Bristol and Edinburgh.

SysGroup's strategy is to expand its position as a trusted provider of managed IT services to clients in the UK and the Group makes carefully targeted acquisitions to supplement organic growth. The sales approach is consultative to guide customers through the complexities and developments in the market and we aim to develop strong client relationships to become an extension of their exiting IT department.

At SysGroup, our people are passionate about what they do, committed to their team, their colleagues, and the success of our business. As a business, we pride ourselves on our friendly and collaborative teams.

Position Description

The Technical Analysts serve as the 1st line presence within the overall SysGroup Service Desk (which currently consists of approximately 50 engineers, ranging from level one roles up to level four).

Core duties involve standard service desk-based tasks, for the SysGroup customer base, including tickets and calls relating to incident management, break-fix fault resolution, carrying out service and change requests etc. Support and in-scope systems include physical servers, network devices, virtualised environments and workstations.

As a 1st line presence, the candidate will be responsible for being the contact point for our customers, logging and triaging tickets via phone, email or portal, performing the initial investigation to diagnose and fix issues and escalating any tickets that cannot be resolved to the 2nd/3rd line teams.

Requirements & Key Responsibilities:

  • To manage and prioritise own workload (i.e. assigned tickets, calls and tasks to ensure customers are kept updated).
  • Liaise with 3rd party providers (e.g. connectivity providers) and vendors (e.g. escalations to Microsoft, Mimecast or other partners) as part of issue resolution.
  • Provide internal support to the SysGroup Sales Team (Business Development Managers) where information is required relating to a particular customer.
  • To ensure existing processes and procedures are adhered to (e.g. where authorisation is required from certain customers before carrying out actions, managing major incident processes and producing incident reports).

Essential Qualifications, Skills and Experience:

The ideal candidate will have previous experience working for a Managed Service Provider and/or a Technical Support Team.

In general, experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous):

  • IT Service Management Processes
  • Understanding industry standard terms (e.g. differences between P1, P2 or P3 priorities), exposure to Root Cause Analytics (RCA) and incident management experience using a ticket system to log and manage issues
  • Active Directory management
  • AD object management, creating, amending and deleting users and groups
  • Resetting passwords and unlocking accounts
  • Office 365 administration
  • Forcing AD syncs, converting user mailboxes to shared, migrating Exchange/Hybrid mailboxes into O365, creating/administrating distribution groups, understanding of licensing, running PowerShell for tasks not possible in the web UI (e.g. calendar permissions)
  • Web/email security management
  • Adminstration of 3rd party hosted email filters (Mimecast, Forcepoint, SonicWall HES) to release emails, whitelist/blacklist domains, Force AD user sync and troubleshoot email send/receive issues
  • Manage hosted web filter solutions (Forcepoint) to allow or restrict access to company-approved sites
  • SharePoint administration
  • Creating SharePoint sites, changing security permissions, applying best practices, syncing SharePoint sites with file explorer (OneDrive)

Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organisations:

  • CompTIA
  • Azure, Microsoft/Office365
  • Cisco
  • WatchGuard

Personal Attributes:

Team members are expected to work to the SysGroup values:

  • Delight Your Customer
  • Be Bold & Deliver
  • Work Smart & Together
  • Love What You Do
  • Own It


As well as a competitive salary DOE, we also provide the following benefits:

  • 25 days holiday (plus bank holidays)
  • An additional half a day holiday on your birthday
  • Salary Sacrifice Pension scheme
  • Employee discounts
  • Cash plan medical care
  • PMI
  • Quarterly prize draw
  • Free fruit in the office

Interested? Apply now!

Please send your CV and a covering letter to our Careers Site