1st Line Support Engineer

• Respond promptly to incoming support requests via phone, email, or ticketing system, ensuring timely resolution of user issues.
• Troubleshoot and resolve common hardware, software, and network problems for end-users across various departments.
• Provide guidance and support on the use of organisational applications and systems, including operating systems, productivity tools, and specialised software.
• Escalate complex issues to higher-level support teams or external vendors when necessary, ensuring clear communication and documentation throughout the process.
• Maintain accurate records of support tickets, actions taken, and resolutions provided in the support management system.
• Assist with setting up new user accounts, hardware devices, and peripherals as required.
• Contribute to the creation and maintenance of user guides and FAQs to improve self-service support options.
• Participate in ongoing training sessions to stay updated with emerging technologies and organisational policies.

We are seeking a dedicated and proactive 1st Line Support Engineer to join our dynamic IT support team. The successful candidate will be responsible for providing frontline technical assistance to users, resolving a wide range of hardware and software issues promptly and professionally. This role offers an excellent opportunity to develop your technical skills within a supportive environment, contributing to the smooth operation of our organisation’s IT infrastructure. The position is paid and suitable for individuals eager to grow their career in IT support., * Previous experience in a similar 1st Line Support or helpdesk role is desirable but not essential; training will be provided for suitable candidates eager to learn.

• Familiarity with common operating systems (Windows, macOS) and basic networking concepts is advantageous.
• Strong problem-solving skills with an organised approach to managing multiple support requests simultaneously.
• Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.
• A proactive attitude with a keen interest in developing a career within IT support environments.
• Relevant certifications such as CompTIA A+ or Microsoft Certified Fundamentals are beneficial but not mandatory.

This role is ideal for motivated individuals seeking an entry-level position in IT support that offers professional development opportunities within a collaborative team environment.

Pulled from the full job description

• Sick pay
• Free parking
• Casual dress
• Cycle to work scheme
• On-site parking, * Casual dress
• Cycle to work scheme
• Free parking
• On-site parking
• Sick pay