1st Line IT Engineer — Hybrid Support & Career Growth

Wren; Barton-upon-Humber; Hybrid; GBP 25,000 - 35,000; 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 purchases

Eye Care Vouchers

Refer a Friend Scheme

Free onsite gym

Job summary

Wren is seeking 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 role involves resolving tickets, supporting Windows/macOS/Microsoft 365/AD, and collaborating with IT teams in a hybrid UK setting. Training and progression opportunities are available.

Qualifications

• 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.

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 collaborate with IT teams to support service desk operations.
• Continuously improve performance through training and efficient ticket management
• Suggest process improvements based on user feedback

Job description

Wren is seeking 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 role involves resolving tickets, supporting Windows/macOS/Microsoft 365/AD, and collaborating with IT teams in a hybrid UK setting. Training and progression opportunities are available.