1st / 2nd Line IT Support Engineer

SER Limited; Whalley; On-site; GBP 27,000 - 33,000; Full time

Job summary

SER Limited seeks a motivated 1st/2nd Line IT Support Engineer to join the Whalley-based IT team. You will provide frontline technical support, troubleshoot issues across Windows, Microsoft 365, and networks, and deliver excellent customer service to users.

The role focuses on resolving hardware, software and connectivity problems, maintaining documentation, and escalating complex cases as needed. An opportunity to grow technical skills within a supportive team is offered.

Qualifications

• Experience in a 1st or 2nd line IT support role.
• Good knowledge of Windows OS and Microsoft 365.
• Understanding of basic networking (TCP/IP, DNS, DHCP).
• Experience troubleshooting hardware, software and connectivity issues.
• Strong communication and customer service skills.
• Willingness to learn new technologies.

Responsibilities

• Provide 1st and 2nd line technical support, resolving hardware, software and connectivity issues.
• Respond to support requests via telephone, email and ticketing systems.
• Troubleshoot Windows operating systems, Microsoft 365 and common desktop applications.
• Diagnose and resolve network connectivity, printer and user account issues.
• Manage user accounts, permissions and password resets.
• Escalate more complex technical issues when necessary.
• Maintain accurate records of incidents, resolutions and technical documentation.
• Deliver excellent customer service, keeping users informed throughout the support process.
• Assist with IT installations, configurations and ongoing maintenance.

Skills

1st/2nd Line

Windows OS

Microsoft 365

Networking basics

Hardware troubleshooting

Customer service

Problem solving

Willing to learn

Job description

1st / 2nd Line IT Support Engineer

Location: Clitheroe, Lancashire
Salary: Up to £30,000 per annum

The Opportunity

Are you an enthusiastic IT professional looking to take the next step in your career?

We're looking for a motivated 1st / 2nd Line IT Support Engineer to join a growing IT team based in Whalley. This is a great opportunity for someone with a passion for technology, strong problem-solving skills and a customer-focused approach to IT support.

You’ll play a key role in delivering reliable technical support, helping users resolve IT issues efficiently while developing your technical skills and experience across a range of technologies.

Key Responsibilities

• Provide 1st and 2nd line technical support, resolving hardware, software and connectivity issues.
• Respond to support requests via telephone, email and ticketing systems.
• Troubleshoot Windows operating systems, Microsoft 365 and common desktop applications.
• Diagnose and resolve network connectivity, printer and user account issues.
• Manage user accounts, permissions and password resets.
• Escalate more complex technical issues where necessary.
• Maintain accurate records of incidents, resolutions and technical documentation.
• Deliver excellent customer service, keeping users informed throughout the support process.
• Assist with IT installations, configurations and ongoing maintenance.

About You

We're looking for someone who is technically minded, eager to learn and passionate about providing excellent IT support.

Ideally, you'll have:

• Experience working in a 1st or 2nd Line IT Support role.
• Good knowledge of Microsoft Windows and Microsoft 365.
• An understanding of basic networking, including TCP/IP, DNS and DHCP.
• Experience troubleshooting hardware, software and connectivity issues.
• Strong communication and customer service skills.
• A proactive approach to problem-solving, with the ability to prioritise workloads.
• A willingness to learn new technologies and develop your technical abilities.
• Relevant IT qualifications, such as CompTIA A+, Microsoft certifications or equivalent experience, would be advantageous.

What's on Offer?

• Salary of up to £30,000, depending on experience.
• The opportunity to develop your technical skills and progress your IT career.
• Exposure to a varied range of IT support challenges.
• The chance to join a friendly IT team based in Whalley.