1st Line Service & Support Engineer

Work at DuoCall | 1st Line Service & Support Engineer

As a 1st Line Service & Support Engineer at DuoCall MSP, you’ll be the first point of contact for customers, delivering friendly, effective technical support across a range of platforms and environments. Based full time at our Head Office in Rotherham, this role is ideal for someone passionate about customer service, problem‑solving and building strong technical foundations within an MSP environment.

We welcome all new candidates, but please no agencies. Thank you.

Location: Rotherham, South Yorkshire

About us

DuoCall supports many businesses of all sizes across a range of sectors including hospitality, healthcare, retail, manufacturing and everything in between. Our aim is to be pro‑active and form a partnership with our customers to continuously add value in order for them to succeed and focus on their business.

Technologies you will be exposed to…

• SonicWall firewall
• Ubiquiti Unifi and EdgeMAX switching and routing
• Meraki firewall and wireless
• Windows server ) (90%) and Linux (Ubuntu/CentOS) (10%)
• Microsoft 365

Key responsibilities

• Customer support for all 1st line technical issues
• Supporting customers with Microsoft 365, 3rd Party applications as well as other tools
• Continually research, design and implement best practices across internal and managed customer environments
• Configuration and maintenance of internal and customer firewalls, as well as other networked equipment
• Maintenance and support of datacentre and cloud systems for internal and customer usage

Required skills

• At least 1 – 2 years working for a MSP in a service desk environment
• Knowledge of ticketing systems and CRM
• Microsoft 365
• Networks – Routing, switching and wireless deployment, ideally in a managed services setting
• Stateful firewall configuration and network access control policy
• Site-to-site and point-to-site VPNs
• WAN and LAN technologies (eg PPP, Static, DHCP)

Preferred knowledge and/or experience

• APIs, scripting and automation
• Windows desktop and windows server
• SQL databases
• Azure or other cloud technology
• Virtualization technologies (HyperV and VMware)
• SDN technologies (eg Unifi or Meraki)
• Physical network technologies – ethernet, fibre, patching, racking etc.

Interested in this role? Contact our team!

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