Support Engineer

Job Title: Support Engineer (1st Line)
Department: Technical
Location: Skelmersdale (with some travel)
Type: Full time; Monday – Friday, Permanent, Hybrid working; office/home
Start Date: Immediate
Salary: Enquire on application

General Overview of the Position

1^st Line Support Engineer primarily office-based with occasional travel for tasks like replacing failed firewalls. The role involves the triage of tickets using Ivanti, addressing 1st line incidents and service requests. Responsibilities include setting up new user accounts in Office 365, checking backups, gathering additional information on incidents, and answering first line calls. You will also be responsible for maintaining excellent customer relationships through consistent communication, focusing primarily on first line discovery and basic hardware swaps.

Main Duties and Responsibilities

Day-to-day operational duties:

• Troubleshoot and resolve basic hardware and network issues
• Respond to incidents and service requests, providing initial assessment and basic solutions
• Perform simple installation and maintenance tasks for IT equipment
• Adhere to SLA thresholds for incidents and requests, prioritising effectively
• Maintain consistent communication with customers and team members, ensuring clarity and effective resolution of issues
• Carry out routine checks and updates, such as verifying system backups and performing minor updates under supervision

Communication & Cross Skilling

• Adapt quickly in a dynamic environment, effectively handle multiple tasks
• Build and maintain strong relationships with both internal and external stakeholders
• Communicate effectively, fostering innovation and teamwork
• Support knowledge sharing within the team, assisting in basic training and documentation efforts
• Maintain accurate records of IT failures and remedial actions taken
• Stay informed about basic technological advancements relevant to first line support

Hardware, Server, and Networks

• Keep informed about common hardware and network issues
• Ensure compliance with established IT standards and protocols
• Maintain basic IT security measures, such as updating antivirus systems
• Manage user accounts and permissions within Active Directory
• Perform straightforward network tasks such as setting up new user connections
• Assist in data retrieval from backups under guidance

Other such reasonable duties within the general scope of the job title.

Education/Qualifications

Essential:

• GCSE in ICT or equivalent

Desirable:

• IT Level 3 or 4 Apprenticeship pass
• Degree qualified in an IT professional qualification

Experience

Essential:

• Minimum 1 years relevant experience

Skills/Knowledge

Essential:

• Proficient in using incident management systems to handle and track tickets efficiently
• Skilled in general IT support tasks and basic troubleshooting under standard IT operating principles
• Strong customer communication skills, capable of explaining technical issues clearly and maintaining positive interactions

Aptitudes/Attributes

Essential:

• Excellent written and verbal communication
• Be an innovative, highly organised and collaborative
• Have an eye for detail and accuracy
• Able to manage time
• Able to manage the demands of numerous tasks
• Able to work on own initiative and within a team environment
• Self-motivated and able to motivate others
• Diplomatic when faced with issues

Other Job Requirements

• Willing to undertake further training to fulfil the requirements of the role
• Willing to work additional hours to meet the demands of the role
• Full Driving Licence with Business Car Insurance: Yes
• DBS Check: Yes

Note:

Please email us your CV and include your cover letter in the email body explaining the type of role you are looking for.