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 We are looking for a proactive and technically skilled 1st Line / 2nd Line Support and 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. 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 operati