The Division:

Vesta IT is seeking a First Line Support Engineer who is a team player with excellent communication skills and a proactive, can-do attitude. The successful candidate will be customer-focused, enthusiastic about technology, and thrive in a fast-paced service desk environment. You will be open to learning new skills, have a logical approach to problem-solving, and demonstrate excellent attention to detail while managing high volumes of support requests.

The Position:

To work as part of a busy Service Desk team, acting as the first point of contact for IT support across a range of businesses. The role focuses on managing incoming support queues, logging and triaging tickets, assigning and escalating issues appropriately, and delivering excellent customer service.

You will handle support requests across Desktop, basic Server access, Active Directory, Networking, Telephony, and Cloud Services, ensuring all incidents and requests are responded to within agreed service levels. Communication will primarily be via email, phone, and chat/video, with a strong emphasis on first-contact resolution where possible.

Job Responsibilities:

Reporting to theService Desk Team Lead, the core responsibilities are:

• Manage First Line Support queues, ensuring tickets are logged, categorised, prioritised, and assigned correctly.

• Act as the first point of contact for customers, providing professional and friendly support.

• Triage incoming tickets, resolving straightforward issues and escalating complex cases to 2nd/3rd line teams where required.

• Maintain ownership of tickets, ensuring timely updates, follow-ups, and resolution within SLA targets.

• Provide basic troubleshooting across:

• Desktop environments (Windows 11)

• MS Office 365

• User accounts (password resets, access issues via Active Directory)

• Basic networking and connectivity issues

• Assign and coordinate tickets with internal teams to ensure efficient resolution.

• Maintain accurate and detailed ticket documentation and updates in the service desk system.

• Create and update knowledge base articles and end-user guides.

• Deliver a high standard of customer service, ensuring clear communication with non-technical users.

• Support onboarding/offboarding processes, including user account setup and equipment allocation.

• Assist with routine administrative tasks such as asset tracking and basic system checks.And complete regular maintenance tasks.

Job Qualification:

• Previous experience in a First Line Support / Helpdesk / Service Desk role

• Basic understanding of:

• Windows OS and Microsoft Office 365

• Active Directory (user management)

• IT ticketing systems (e.g.,KasayaAutotask)

• Strong communication and customer service skills

• IT certifications (e.g., ITIL Foundation, CompTIA A+) are advantageous

Your Personal Characteristics Will Include:

• Strong customer-first mindset

• Excellent verbal and written communication skills

• Ability to prioritise and manage multiple tickets in a queue

• A proactive and solution-focused approach

• High attention to detail and accuracy in ticket logging

• Ability to stay calm under pressure in a fast-paced environment

• Self-motivated with a willingness to learn

• Team player with a collaborative attitude

• Ability to explain technical concepts in a simple, user-friendly manner

Competencies:

• Customer Focus

• Communication Skills

• Problem Solving

• Time & Queue Management

• Technical Learning

• Team Collaboration

• Written Communication