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1st line Support Engineer

2 weeks ago

Northwich, Cheshire, United Kingdom Ingram Micro Full time £25,000 - £35,000 per year

1st Line Support Engineer
This is a hybrid position with 3 days per week in our Northwich Office (CW9 7UA)
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.

About The Role
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.

As a First Line Support Engineer you will:

  • 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.

In order to set you up for success we are looking for the following skills and experience:

  • 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.

About Us
Comms-care, part of the Ingram Micro Group, is a multi-award winning, channel only, leading IT Service Provider supporting customers across the UK & Ireland. Our HQ is situated on Cheshire Business Park in Lostock Gralam and is usually a hive of activity providing excellent service to our customers however, our fantastic #oneteam mentality has allowed us to continue delivering phenomenal service to our customers in a predominantly remote based environment.

Make an application to join the team
Our team is as much about our people as it is our customers and business partners. Our fantastic
#oneteam
mentality has allowed us to continue delivering phenomenal service to our customers in a predominantly remote based environment We want associates with a strong desire to succeed. We offer a competitive base and benefits package.