1st Line Support Engineer
luggageAltrincham, United Kingdom

Key Duties/Responsibilities

  • Triaging and categorising IT tickets to ensure efficient assignment to appropriate support teams.
  • Providing updates on existing IT tickets to end users when requested.
  • Chasing approvals and process on open requests.
  • Escalating unresolved or breached SLA issues to senior team members when necessary.
  • Provide IT support such as reboots, password resets, Creation of user accounts, emails accounts and folder permissions
  • IT administration tasks on core operational business systems
  • Act as an overflow for support phone calls when lines are exceptionally busy
  • Support the Desktop Services team with ad-hoc duties such as packaging items for delivery
  • Assist in configuring IT hardware including Mobile Phones, Tablets, Laptops and Desktops
  • Basic software installations
  • Monitor the IT Service Desk call log and ensure that all calls are being progressed, chased and escalated where appropriate

Person specification

  • A passion for IT and developing an IT support related career
  • Ability to absorb and retain information quickly.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Approaching the customer with a positive attitude at all times
  • Being friendly and helpful even during stressful events

The company reserves the right to amend the Job Description in line with changing needs of the business and expects employees to reasonably perform other duties which are commensurate with the role.