Nexclowd Labs
First Line Support Engineer
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Company Description
Nexclowd is a managed IT services partner focused on secure, compliant, and reliable technology solutions for modern businesses. The company delivers proactive, fully managed IT services that reduce downtime, strengthen security, and provide peace of mind. Nexclowd supports office-based, remote, and distributed teams with scalable services that adapt to business needs without unnecessary complexity.
Core offerings include:
- Managed IT services
- Cloud backup and protection
- Secure cloud migrations
- Microsoft Modern Workplace enablement
- Licensing as a Microsoft Cloud Solution Provider
- A 24/7 Security Operations Centre
- Tailored cyber security consulting
Team members join a growing organization that values trust, security, and practical technology enablement for clients.
Role Description
The First Line Support Engineer is a full-time, on-site role based in Cheadle, providing initial technical assistance to clients and internal users. This role handles incoming support requests via phone, email, and ticketing systems, diagnosing basic issues and resolving them in line with service level agreements.
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Daily activities include:
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- Troubleshooting hardware and software problems
- Supporting common operating systems
- Escalating complex incidents to higher-level engineers when required
The engineer will:
- Log and track cases accurately
- Maintain clear communication with users
- Contribute to documentation of recurring issues and solutions
The role also involves:
- Collaborating with the wider support team to improve processes
- Ensuring high customer satisfaction
- Upholding Nexclowd’s standards for secure and reliable IT service delivery
Qualifications
- Strong troubleshooting and technical support skills for desktops, laptops, peripherals, and basic network issues.
- Experience providing customer support and customer service, with a focus on clear communication and a professional, user-centered approach.
- Working knowledge of common operating systems (e.g., Windows, macOS), standard office applications, and basic system administration tasks.
- Ability to manage support tickets, prioritize workloads, and follow incident, request, and escalation procedures accurately.
- Relevant IT certifications or training (e.g., CompTIA A+, Microsoft 365 or Windows certifications) are beneficial.
- Previous experience in an MSP or service desk environment, particularly supporting Microsoft 365 and cloud-based tools, is an advantage.
- Strong problem-solving skills, attention to detail, and the ability to work collaboratively in a fast-paced, service-oriented environment.
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