First Line IT Support Engineer

This is an exciting opportunity to step into, as a First Line IT Support Engineer, you will act as a primary point of contact for customer IT issues, ensuring timely resolution through phone, email, and ticketing systems. The role combines reactive support with proactive issue management, maintaining strong customer relationships and ensuring service excellence., * Provide onsite IT support at customer locations in Greater Manchester, resolving user issues efficiently.

• Act as the first point of contact for customer IT incidents and service requests.
• Log, manage, and update all support tickets accurately within the helpdesk system.
• Ensure all tickets are updated daily, even where there has been no customer communication.
• Diagnose and resolve hardware, software, and basic networking issues.
• Escalate complex issues to senior engineers or project teams when required.
• Collaborate with the Projects Team on installations, upgrades, and infrastructure deployments.
• Proactively identify potential issues and take preventative action where possible.
• Maintain compliance with IT security policies and report any suspected security incidents.

• Minimum of 2 years’ experience in a customer-facing IT support role
• Microsoft 365 or Azure Fundamentals
• Strong knowledge of PC/laptop hardware and troubleshooting
• Good fault-finding and problem-solving skills
• Knowledge of Microsoft Windows desktop operating systems
• Experience with Microsoft 365 and productivity tools
• Basic understanding of Active Directory
• Basic networking knowledge (e.g., TCP/IP, DNS, DHCP)
• Experience using IT service management / ticketing systems

At O2 Business, we’re passionate about developing those who drive results and build rewarding careers.