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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

1st Line Service Desk Engineer

United Kingdom, Birmingham 27976.00 - 30000.00 GBP / Year · Job Posted March 22, 2026
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Job Description

Probrand Ltd is a leading IT services provider offering computer services to a wide range of SME clients across the country. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base. This is a hybrid role mainly working from home working alongside a team of engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company. We are the IT department for many customers or provide a point of escalation for other IT Support departments.

Job Responsibility

  • Providing technical support to customers
  • Acting as ‘Fast Response’ to desktop user issue preventing them from working
  • Support the Service Administrator in taking telephone calls to the main support line and logging support tickets
  • Ensuring that the Service Level Agreements (SLA) are always adhered to
  • Taking ownership of an issue up to the point of resolution or escalation
  • Following helpdesk procedures and policies
  • Remain up to date with the latest technologies and platforms

Requirements

  • Microsoft Windows, 7, 10, 11 – Installation & Troubleshooting skills
  • Microsoft Office all recent versions including 365
  • Microsoft Windows Server 2008, 2012, 2016, 2019, 2022 and 2025 (AD, DHCP DNS etc.) – training will be provided
  • Microsoft Exchange Server 2007, 2010, 2013, 2016, 2019 and Exchange online – an advantage but training will be provided
  • Basic Networking (TCP/IP) – Troubleshooting network and internet issues but training will be provided
  • Some Knowledge of ADSL / Routers / Switches – training will be provided
  • Basic Firewall knowledge – Ideally SonicWALL however product training will be provided
  • Basic Knowledge of Desktop and Server hardware troubleshooting
  • Exposure to Antivirus Software, AVG, SOPHOS & Bitdefender
  • Exposure to Backup Software – Backup Exec, Veeam
  • Ability to work independently and take initiative
  • Willing to go the ‘extra mile’ in helping solve client issues
  • Strong communication skills both written and verbally
  • Analytical and methodical approach
  • Ability to work under pressure and manage different call priorities
  • Keenness to expand knowledge both in and out of work
  • Escalate calls to the Senior Engineers when appropriate
  • Must be able to communicate clearly at a technical and end user level
  • Must have excellent documentation skills
  • Ideally have experience of working within a similar role

Nice to have

  • Any Kaseya, VMware, Hyper V experience a bonus
  • Ideally MSP experience but not essential
  • Possession of any IT qualification including MCP/CompTIA A+ would be desirable but not required

What we offer

  • 31 days’ holiday including bank holidays
  • Option to buy and sell annual leave
  • Life Insurance
  • Free and confidential access to our Employee Assistance Programme – 24/7 health, financial and wellbeing support
  • Tailored benefits platform – includes discounts on retail, travel, gym and leisure
  • YuLife wellbeing app with 24/7 access to a virtual GP service, free will writing service and second medical opinion scheme
  • Cycle to work salary sacrifice scheme
  • Electric car salary sacrifice scheme
  • Paid Volunteer Leave
  • Training and professional development opportunities
  • City centre office – including onsite café and free access to gym, shower facilities, and secure bike lockers
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