Job summary

Remote Moinitoring for technical systems and Helpdeck 1st / 2nd line support for systems such as CCTV, Customer information systems and other IP connected railway Station communications systems

Key skills required for this role

Heklpdesk, Technical Support and Maintenance

Important

Remote Moinitoring for technical systems and Helpdeck 1st / 2nd line support

Job description

Job Title: 1st Line / 2nd Line Support Engineer
Location: Cardiff (Office-Based)
Job Type: Full-Time | Office Hours
Salary: CIRCA £25,000 per annum plus benefits

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We are looking for a proactive and technically skilled 1st Line / 2nd Line Support & Remote Monitoring Engineer to join a Helpdesk team at our Cardiff office. In this role, you will be the first point of contact for technical issues raised by clients and internal teams and play a vital part in maintaining the uptime and performance of critical systems through remote monitoring.
This is an excellent opportunity for someone early in their career or with a few years of experience, looking to expand their skills.

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Key Responsibilities:

• Act as the first point of contact for technical issues via telephone, email, and fault-reporting tools.
• Monitor various systems (including CCTV, Customer Information Systems, and networking tools like SolarWinds) to identify and respond to alerts and issues.
• Troubleshoot and resolve basic hardware, software, and networking problems.
• Escalate complex technical problems to 2nd or 3rd line support teams when necessary.
• Log issues and resolutions accurately in fault monitoring systems.
• Perform regular system health checks and scheduled maintenance.
• Assist with onboarding and configuring new devices into monitoring platforms.
• Maintain and update the IT asset database.
• Deliver excellent customer service and maintain strong communication throughout issue resolution.
• Adhere to SLAs and follow standard operating procedures.

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Key Skills and Qualifications:

• Experience in an IT support or technical maintenance helpdesk environment.
• Familiarity with remote monitoring tools (e.g. Hanwha CCTV, Worldline LICC, SolarWinds).
• Good understanding of Windows OS and Microsoft Office 365.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to prioritise tasks and manage workload independently in a busy setting.
• IT certifications are an advantage but not essential.

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What's on offer

• Salary CIRCA £25,000 depending on experience.
• Office-based role in a supportive, collaborative Cardiff team.
• Opportunities for training and career progression.

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