Salary Range

£25,000 – £29,000

Your opportunity

As a 1st Line Support Engineer, you will be responsible for providing technical support and assistance to our staff, ensuring the smooth operation of desktop, laptop, and mobile devices, as well as associated software applications. Your role will involve resolving incidents and service requests, maintaining technical documentation, and collaborating with internal teams and external vendors to deliver efficient IT services.

How you will make a difference

The successful candidate will have the opportunity to contribute to the ongoing improvement of our IT services and infrastructure, supporting our firm's mission to deliver high-quality financial services to our clients.

Main Duties:

• Technical Support: Provide effective technical support for desktop, laptop, and mobile devices, as well as associated software applications, to ensure minimal disruption to our accountancy operations.

• Troubleshooting: Diagnose and Resolve incidents and service requests in line with established SLAs, utilising appropriate troubleshooting techniques and incident management processes.

• User Management: Manage and maintain user accounts, including password administration.

• Call Logging: Record all service desk calls, detailing time, date, staff name, location, and description of the call.

• Ticket Management: Prioritize and filter service desk calls, forwarding them to appropriate IT staff or third-party support providers when necessary. Liaise with external vendors and service providers to coordinate support activities, escalate issues as necessary, and ensure the timely resolution of IT-related issues.

• Documentation: Maintain accurate and up-to-date technical documentation, including system configurations, troubleshooting procedures, and user guides.

• Customer Service: Ensure customer satisfaction by reporting back to customers when fault resolution is complete.

You will be ideal for this role if:

• Previous experience in a similar role, preferably within the financial or accountancy sector.

• Proficiency in supporting desktop, laptop, and mobile devices running Windows and/or macOS operating systems.

• Familiarity with accounting software applications, such as QuickBooks, Sage, or Xero, would be advantageous.

• Experience using IT service management (ITSM) tools, such as ServiceNow, Zendesk or Halo to log, track, and manage support tickets.

• Excellent communication skills, with the ability to effectively communicate technical information to non-technical users.

• Strong problem-solving skills, with the ability to analyse complex technical issues and develop practical solutions.

• Proactive attitude towards learning and professional development, with a willingness to acquire new skills and knowledge relevant to the role.

We know you have a lot to offer, which is why we want to give you the freedom to thrive no matter who you are or what your background is. You will have every opportunity to use your creativity in how you approach your work and the support to innovate.

Inclusion, diversity, and talent development are a fundamental aspect of who we are, and we welcome applications from candidates who share and champion these values. You will play an integral part in helping to make BKL a great place to work with a sense of belonging for everyone.

High challenge, high support

If you enjoy problem solving and a fast-changing environment, you will thrive in this role.

As in all BKL roles, you will be able to take a flexible approach: balancing independent work with teamwork, and remote working with time in the office with colleagues.

You can get an insight into life at BKL here.

We’re proud to be one of the few Certified B Corporations in the accountancy sector. In joining us, you’ll become part of a business that’s committed to balancing profit and purpose.

Take your next Step

If this sounds like the role for you, we’d be delighted to discuss the career you could build at BKL.

Part of how we’ll get to know you, and make sure we’d work well together, is aptitude and psychometric testing during our selection process.