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# 1st Line Support Engineer

- **Company:** Personas Consulting Ltd
- **Location:** Solihull, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Issue Tracking Systems, Microsoft Office, Zendesk, Servicenow
- **Published:** August 1, 2026
- **Apply:** https://www.totaljobs.com/job/1st-line-support-engineer/personas-consulting-ltd-job107779327

## About the Role

Experienced 1st line support Engineer required to join rapidly growing Software House.

The successful candidate will be responsible for 1st level incident management and troubleshooting, investigating and replicating issues raised by customers, and will have experience within a service desk environment raising tickets and prioritising workload.

With ideally a couple of years experience in IT/Software support roles you will be adept at issue resolution , troubleshooting common problems at source and escalation of more serious issues , whilst tracking and communicating with customers as required.

You will be equipped with the following:

 * Problem-solving mindset with attention to detail.
 * Ability to work under pressure and manage multiple tickets simultaneously.
 * Familiarity with ticketing systems (e.g. ServiceNow, Zendesk, Freshdesk).
 * Strong customer service and communication skills, including with non-technical users.
 * Professional and effective written and verbal communicator
 * Have Intermediate excel and MS office skills.
 * Ability to work independently and as part of a team.
 * Ability to translate complex technical issues into plain English descriptions.

In return this role will offer multiple routes for progression , a great team to work alongside and significant investment in training and overall career development.



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