1st Line IT Engineer

Wren Kitchens; Barton-upon-Humber; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Wren Kitchens is seeking a 1st Line IT Engineer to join their dynamic team. This role involves providing first-line technical support for hardware, software, and network issues, ensuring high user satisfaction and quick resolutions. The ideal candidate will possess strong troubleshooting skills and a customer-focused mindset, contributing to continuous improvement within a hybrid working environment.

Benefits

Hybrid working with equipment provided

Personalized progression plan

Individual training budget

Employee assistance programme

Regular social events

Staff discount after 1 year

Free annual eye tests

Quarterly bonus scheme

Free access to onsite gym

Subsidised meals

Free onsite parking

Qualifications

• Ability to resolve customer issues across phone, email, and in-person.
• Solid troubleshooting skills for hardware and software.
• Experience in user and security management via Active Directory.

Responsibilities

• Respond to and resolve service desk tickets promptly.
• Document issues and facilitate knowledge base building.
• Ensure customer satisfaction through effective communication.

Skills

Troubleshooting

Communication

Customer Service

Problem Solving

Education

Relevant IT certifications (e.g., ITIL, Microsoft)

Tools

Jira

Job description

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About The Role

We are looking for a skilled, customer-focused 1st Line IT Engineer to provide first-line technical support for hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction. Strong problem-solving skills, effective communication, and a passion for technology are essential.

About The Role

We are looking for a skilled, customer-focused 1st Line IT Engineer to provide first-line technical support for hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction. Strong problem-solving skills, effective communication, and a passion for technology are essential.

The ideal candidate can handle complex technical issues, manage escalations, and collaborate with IT teams to align service desk operations with business needs. This role offers excellent career growth opportunities within a dynamic global team.

This is a hybrid position based in Barton-Upon-Humber.

Main responsibilities:

• Respond to and resolve service desk tickets promptly, following SLAs.
• Provide first-line support for hardware, software, and network issues.
• Document issues and resolutions to build a knowledge base.
• Ensure customer satisfaction through clear communication and updates.
• Help improve self-service portals and knowledge bases for users.
• Collaborate with IT teams to ensure smooth issue resolution.
• Escalate critical issues when necessary.
• Participate in training to enhance technical skills.
• Monitor and improve personal ticket resolution times.
• Suggest process improvements based on user feedback.
  
  

In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS)Responsibilities document.

What Wren Offer:

• Hybrid working with equipment provided
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• Employee assistance programme
• Regular social events
• Staff discount on purchasing a kitchen after 1 year of continuous employment!
• Free annual eye tests as well as a contribution to new glasses
• Refer a Friend Scheme with the chance to earn up to £1500 for each referral
• Quarterly bonus scheme
• Free access to our onsite gym
• Subsidised meals in our two fantastic restaurants
• Free onsite parking
  
  

About You

Desired Skills and Knowledge:

• Proven ability to resolve customer issues professionally across phone, email, and in-person channels, delivering a positive user experience.
• Solid troubleshooting skills across hardware (desktops, laptops, printers) and software (Windows, macOS, Microsoft 365), with knowledge of Active Directory for user and security management.
• Strong communication skills, able to explain technical issues to non-technical users and collaborate effectively with IT teams, escalating issues when appropriate.
• Customer-focused mindset with a dependable approach to meeting SLAs and response times, while efficiently managing and prioritizing multiple tasks.
• Experience with Jira and remote/hybrid work environments is desirable; familiarity with self-service portals and continuous improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Relevant IT certifications (e.g., ITIL, Microsoft) are preferred.
  
  

About The Company

Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!

This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Furniture and Home Furnishings Manufacturing

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