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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer (Level 1) - **Company:** Stonemere IT - **Location:** Kingston upon Hull, UK (Remote available) - **Salary:** £28,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Issue Tracking Systems, Transmission Control Protocol (TCP), Data Logging, Office365, Information Technology - **Published:** May 22, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=d4d0fd2f71b89985 ## About the Role Do you have a valid Driving License license?, Do you have experience in Windows?, We're recruiting for a role within our Service Desk Team, where you'd be responsible for handling initial technical issues, providing efficient solutions, and escalating complex problems to senior support engineers. The ideal candidate should have a strong customer service orientation, excellent communication skills, and a fundamental understanding of IT systems and technologies., * Good knowledge of Windows operating systems and Microsoft 365 applications. * Understanding of common IT hardware and devices. * Strong troubleshooting and problem-solving abilities. * Basic understanding of TCP/IP networks. * Customer Service Skills: * Customer-focused approach, with a professional and friendly demeanour and telephone manner. * Excellent written communication skills. * Able to communicate effectively and explain technical topics in ways that make sense to each customer. * Organised: Ability to work in a fast-paced environment and manage multiple tasks. * Analytical Thinker: Ability to analyse issues and develop solutions. * Team Player: Supportive of colleagues with a willingness to collaborate and help the team. * Proactive: Self-motivated with a strong professional work ethic and a proactive approach to working. * Keen Interest: A desire to learn more and keep up to date with the latest in technology. * A valid UK driving licence and own vehicle: Necessary for attending customer sites where required., * Previous experience in at IT support or infrastructure role, especially within an MSP environment. * Previous experience in a customer service role. * Microsoft 365 Fundamentals or equivalent. * CompTIA+ or equivalent. * ITIL Foundation or other relevant service management qualifications. * Level 3 qualification in an IT related subject. ## Description * 1st Line Support: Respond to IT support requests via phone calls and tickets, providing first-response resolutions wherever possible. * Incident Logging and Triage: Accurately log incidents and service requests within the ticket system, assigning priority levels based on their urgency and impact to the customer. * Troubleshooting: Diagnose and resolve common technical issues, including hardware, software, and network problems. * Escalation: Escalate complex issues to Level 2 or Level 3 support engineers when necessary. * User Assistance: Provide user guidance and support for basic IT-related queries. * Documentation: Create and maintain accurate records of support requests and resolutions. * Customer Service: Ensure a high level of customer service and satisfaction in all interactions. * Shift Working: The role would be performed as part of a weekly shift rotation, alternating between an 'early shift' (07:00-16:00) and a 'late shift' (10:00-19:00) with a 1-hour lunch break and the option for remote working. * On-Call Cover: Help to cover the 24/7 emergency support service we provide to a subset of our customers, as part of a weekly on-call rota (currently 1 in every 7 weeks). ## Related Videos - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Fullstack Developer Salary UK](https://www.wearedevelopers.com/magazine/251-fullstack-developer-salary-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)