1St/2Nd Line Support Engineer

Proactive Appointments; Liverpool; On-site; GBP 26,000 - 36,000; Full time

Job summary

Proactive Appointments is seeking a 1st/2nd Line IT Support Engineer to join their support function in the UK. The role focuses on providing practical IT support, taking calls, diagnosing hardware, software and connectivity issues, and ensuring information is captured for effective escalation.

The candidate will act as the initial triage point, communicate troubleshooting steps to users, and ensure clear ticket details for escalation.

Qualifications

• Experience in a 1st/2nd Line IT Support or Service Desk environment.
• Confidently communicating with users and guiding them through technical problems.
• Strong hardware and software troubleshooting skills.
• Curious and able to ask the right questions to diagnose issues.
• Adaptable and comfortable working across different environments.
• Reliable and practical in handling a variety of IT problems.
• Able to produce clear, concise ticket information for escalation.
• Experience in Distribution or Retail environments is a plus.

Responsibilities

• Act as the initial point of triage for IT issues.
• Take calls and talk users through troubleshooting steps.
• Diagnose common issues including printing, connectivity, hardware and software.
• Ask the right questions to understand the problem and gather relevant information.
• Ensure tickets contain clear and accurate details before escalation.
• Identify when an issue needs to be escalated to the next level of support.
• Work effectively in environments where issues may not follow a fixed script.

Skills

1st/2nd Line Support

Customer communication

Troubleshooting

Ticketing information

Tools

Ticketing system

Job description

1st / 2nd Line IT Support Engineer

We're working with a well-established organisation looking for a reliable and confident 1st/2nd Line IT Support Engineer to join their support function.

The role is focused on providing practical IT support, taking calls, diagnosing hardware, software and connectivity issues, and ensuring the right information is captured for effective escalation.

Key responsibilities:

• Act as the initial point of triage for IT issues
• Take calls and talk users through troubleshooting steps
• Diagnose common issues including printing, connectivity, hardware and software
• Ask the right questions to understand the problem and gather relevant information
• Ensure tickets contain clear and accurate details before escalation
• Identify when an issue needs to be escalated to the next level of support
• Work effectively in an environment where issues may not always follow a set script or process

We're looking for someone who:

• Has experience in a 1st/2nd Line IT Support or Service Desk environment
• Is confident communicating with users and talking them through technical problems
• Has good hardware and software troubleshooting skills
• Is naturally inquisitive and able to ask the right questions
• Is adaptable and comfortable working across different environments
• Is reliable, practical and confident dealing with a variety of IT issues
• Can produce clear, concise and useful ticket information for escalation
• Experience within Distribution or Retail environments would be beneficial

1st / 2nd Line IT Support Engineer