1st Line Technical Support Engineeer

Cardiff, UK
Application Support Engineer Desktop Support
BT (Security)
Actively hiring

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Why this Job matters

This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.

Partnering closely with your team means you’ll get lots of exposure to 2nd/3rd line work, and its fairly common for 1st line support members to progress up to those levels. But there’s also opportunities to move into shift work and progress along that line too.

You’ll also be supported in your learning & development, with training in areas like Cisco, Juniper and ITIL.

What you'll be doing

  • ​​​​Proactively identify and respond to incidents reported by clients, ensuring timely resolution and minimal disruption to operations.
  • Collaborate with technical teams to troubleshoot and resolve complex technical issues.
  • Prioritise incidents correctly based on impact and urgency.
  • Identify and manage situations where SLAs are at risk, taking proactive measures to prevent SLA breaches.
  • Implement escalation procedures as needed to ensure timely and effective jeopardy management.
  • Handle service requests from initiation to completion, ensuring adherence to SLAs and client expectations.
  • Provide guidance and support to clients in navigating and understanding service request processes.
  • Keep customers informed about the status of their reported incidents/ requests, providing regular updates until resolution.
  • Effectively communicate technical information to non-technical clients in a clear and understandable manner.
  • Collaborate with cross-functional teams to expedite incident resolution and meet critical timelines.
  • Maintain detailed and accurate records of incidents, service requests, and resolutions.
  • Contribute to the development and improvement of knowledge base articles.
  • Engage in continuous improvement initiatives to enhance service quality and client satisfaction.

This role is based in Cardiff. Hybrid (3 days office based & 2 days remote). Monday-Friday 9am-5pm.

Essential Skills

  • Previous experience in a Service Desk or IT support role, preferably in a Managed Services environment.
  • Strong understanding of IT Service Management principles and practices..
  • Familiarity with complex contracts and SLA management.
  • Excellent communication skills, both verbal and written.
  • Ability to work collaboratively in a team-oriented environment.

What we'd like to see on your CV

  • Experience in a business to business service capacity.
  • Confident in owning complex customer issues.
  • Experience of service management IT tools.
  • You can demonstrate technical ability, ideally at Cisco CCENT level or equivalent
    You have a logical approach to problem solving.
  • ITIL4 Foundation (Preferred).


At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

  • Competitive salary
  • 22 days’ annual leave (not including bank holidays
  • World-class training and development opportunities
  • Discounted employee broadband, mobile and TV packages
  • Share option and pension scheme programmes
  • Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

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