1st Line IT Engineer

Wren Kitchens Limited; Barton-upon-Humber; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Life Assurance after 2 years' service

Benenden health after 1 year

Personalised progression plan

Individual training budget

Staff discount on kitchen/bedroomafter

Eye Care Vouchers

Refer a Friend Scheme

Free onsite gym

Job summary

Wren Kitchens Limited in the United Kingdom is seeking a customer-focused 1st Line IT Engineer to support hardware, software, and network issues across the business. You will troubleshoot problems, resolve tickets in line with SLAs, and communicate clearly to ensure high user satisfaction.

The role offers strong career development within a dynamic global IT team and hybrid working. We provide a training budget and clear progression opportunities, plus benefits like staff discounts and health

Qualifications

• Proven ability to resolve customer issues across phone, email, and in-person channels.
• Strong troubleshooting skills across hardware and software (Windows, macOS, Microsoft 365, Active Directory).
• Excellent communication skills, able to support non-technical users and collaborate with IT teams.
• Customer-focused with ability to meet SLAs and manage multiple priorities.
• Experience with Jira and hybrid working environments; knowledge of self-service tools and continuous improvement is a plus.
• Relevant IT certifications (e.g., ITIL, Microsoft) preferred.

Responsibilities

• Resolve service desk tickets in line with SLAs
• Provide first-line support for hardware, software, and network issues
• Maintain clear communication to ensure high customer satisfaction
• Document issues and contribute to knowledge bases and self-service tools
• Collaborate with IT teams and elevate critical issues when required
• Continuously improve performance through training and efficient ticket management
• Suggest process improvements based on user feedback

Skills

Customer service

Communication

Problem solving

SLA adherence

Jira

Hybrid working

Tools

Windows

macOS

Microsoft 365

Active Directory

Job description

About The Role

We are looking for a customer-focused 1st Line IT Engineer to provide support across hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction through clear communication.

About The Role

We are looking for a customer-focused 1st Line IT Engineer to provide support across hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction through clear communication. The ideal candidate can manage complex issues, handle escalations, and collaborate with IT teams to support service desk operations. This role offers strong career development within a dynamic global team.

Main responsibilities

• Resolve service desk tickets in line with SLAs
• Provide first-line support for hardware, software, and network issues
• Maintain clear communication to ensure high customer satisfaction
• Document issues and contribute to knowledge bases and self-service tools
• Collaborate with IT teams and elevate critical issues when required
• Continuously improve performance through training and efficient ticket management
• Suggest process improvements based on user feedback

You must comply with all Health & Safety policies, procedures, and responsibilities outlined within the Integrated Management System

What Wren Offer

• Life Assurance after 2 years' service
• Access to Benenden health and discount platform after 1 years of continuous service
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
• Eye Care Vouchers
• Refer a Friend Scheme
• Free onsite gym

About You

Desired Skills and Knowledge

• Proven ability to resolve customer issues across phone, email, and in-person channels, ensuring a positive user experience
• Strong troubleshooting skills across hardware and software, including Windows, macOS, Microsoft 365, and Active Directory
• Excellent communication skills, able to support non-technical users and collaborate with IT teams, escalating when needed
• Customer-focused with the ability to meet SLAs and manage multiple priorities effectively
• Experience with Jira and hybrid working environments desirable; knowledge of self-service tools and continuous improvement methods a plus
• Relevant IT certifications (e.g., ITIL, Microsoft) preferred

About The Company

At Wren we’re passionate about all things kitchens, and now bedrooms too! We are the largest kitchen retailer in the UK. We’re a business that simply doesn’t stand still! As well as world class training on our products, systems and sales processes, you’ll enjoy working in an industry-leading work place for a business that’s twice been voted the UK’s Number 1 Place to Work on Indeed. That’s on top of amazing benefits including uncapped commission and exceptional opportunities to progress your career across our company.