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# 1st Line Support Engineer

- **Company:** Ingram Micro, Inc.
- **Location:** Northwich, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Office, Data Logging, Computer Networking Systems, Information Technology
- **Published:** September 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ce0958a0ac0f92a6

## About the Role

Are you a tech-savvy individual with strong communication skills, looking to build your career in IT support? Join our team as a 1st Line Support Engineer and provide essential technical assistance to clients while growing your expertise in a dynamic environment., * Experience in a Customer Service/Helpdesk/Service Desk role.

 * Strong understanding of IT systems and troubleshooting methods.
 * Familiarity with Microsoft Office and IT Service Management (ITSM) tools.
 * Knowledge of Cisco networking equipment
 * Understanding of ITIL frameworks
 * Excellent communication skills in English, both written and verbal.
 * Strong organisational skills and the ability to work under tight deadlines.

## Description

As a 1st Line Support Engineer, you will be the first point of contact for our clients, handling technical issues, troubleshooting, and resolving incidents. This role involves triaging issues and escalating more complex problems to the 2nd and 3rd Line Support teams when necessary. You'll be key in ensuring our clients receive prompt, effective service, all while working in a supportive, local team environment., * Provide first-line technical support, logging and categorizing incidents and service requests.

 * Troubleshoot and resolve issues within your scope, escalating more complex cases to higher-level support teams.
 * Manage incidents from ticket creation to resolution, ensuring timely updates and clear communication with clients.
 * Coordinate with external vendors and third parties when on-site technical support is needed.
 * Follow up on incidents to ensure they are resolved within agreed timeframes.
 * Provide feedback to help improve Service Desk operations and contribute to continuous improvement.