1st Line Support
2 weeks ago
**1**ST** Line Support Engineer - Leading Solutions Provider - Manchester or Kettering - Up to £27,000 per year**
**Overview**:
**Roles and responsibilities**:
- Answer all incoming calls to the Service Desk in a professional, confident, and timely manner
- Provide first line support for any information technology issues and problems
- Record all tickets (service requests, incidents, problems, alerts) within a call logging system
- Track issues to resolution within the 1st line team
- Update the internal knowledgebase with issue resolution details
- Monitor and escalate alerts from the monitoring platform
- Maintain user accounts including rights, permissions, and system groups
- Escalate problems as required to Tier 2 and Tier 3 support teams
**Essential skills and experience**:
- Proven track record with customer service skills
- Exceptional communication skills, both verbal and written
- Knowledge of Operating Systems
- Proven problem-solving skills with the ability to identify root cause
- Knowledge of Office products
- Possess the ability to work under pressure in a fast-moving environment
**Advantageous experience**:
- Experience with Citrix CCA
- Experience with Microsoft MCP
- Knowledge of troubleshooting end users issues
- Knowledge of iOS and Android devices
- Good understanding of ITIL principles
**Package**:
- Up to £27,000 per year
- Hybrid once per week
- Excellent training and certifications
- Excellent progression plan
- + fantastic benefits
**1**ST** Line Support Engineer - Leading Solutions Provider - Manchester or Kettering - Up to £27,000 per year
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