1st Line IT Support Desk Engineer


29 Foregate Street, Worcester, United Kingdom


Competitive Salary


Monday – Friday, 8:00am – 5:00pm. 

Reports To:

Helpdesk Manager



The 1st line support desk engineer is responsible for assisting the helpdesk team in delivering first class support services to its networked and roaming customers of D&D Network Services.

Acting primarily in a 1st line support capacity, resolving issues over the phone, by email or via remote connectivity. The role is varied and requires a real team player who can manage their time efficiently & prioritise or escalate technical issues to ensure a prompt resolution and closure.

All of our engineers have DBS clearance

Key Responsibilities:


  • Answering and logging all support calls into our CRM system
  • Providing 1st line technical support, responding to support queries to all our customers
  • To maintain a high degree of customer service when responding to support issues
  • To install and maintain hardware and software.
  • Using a variety of software packages to produce documents and maintain policies/procedures, spread sheets and databases.
  • Contacting third party suppliers in relation to support case.
  • Excellent communication skills




  • A good understanding of PC Hardware
  • A good understanding of networking & routing
  • Strong knowledge of Microsoft products and operating systems
  • Ideal some knowledge of Apple products
  • Some Microsoft 365 experience
  • Some knowledge of Active Directory
  • Experience with Apple and Microsoft core systems, including but not limited to Windows 7/8/10, Windows Server, Apple OS/iOS.
  • Awareness of various networking protocols: TCP/IP, IPV4, IPV6.



  • GCSE levels in Maths & English
  • Level 2 in IT or equivalent
  • Desirable – National Diploma Level 3 in ICT/IT or equivalent