1st/2nd Line IT Support Engineer - Grow Your IT Career

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

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.