1st Line IT Support

Ingram Micro, Inc.; Northwich; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider is seeking a 1st Line IT Support Engineer to provide essential technical support in a hybrid environment. You will be the first point of contact for clients, managing and resolving technical issues promptly. Ideal candidates should have experience in customer service and a strong understanding of IT systems. This role offers career growth and the opportunity to be part of a dynamic team.

Qualifications

• Experience in a Customer Service, Helpdesk, or Service Desk role.
• Strong understanding of IT systems and troubleshooting techniques.
• Familiarity with Microsoft Office and IT Service Management (ITSM) tools.

Responsibilities

• Provide first-line technical support, logging and categorising incidents.
• Troubleshoot and resolve issues, escalating where appropriate.
• Manage incidents from ticket creation to resolution.

Skills

Customer Service experience

IT systems troubleshooting

Communication skills in English

Organisational skills

Tools

Microsoft Office

IT Service Management tools

Cisco networking equipment

Job description

1st Line IT Support

Date Posted: 2025-10-09

Location: Northwich, Cheshire, UK, CW9 5

Company: Apply4U

Application Deadline: 2025-11-06

Job Description

Are you tech-savvy with a passion for problem-solving and great communication skills? Do you want to kickstart your IT career in a dynamic, supportive environment? If so, apply now to be considered!

About the Role

As a 1st Line Support Engineer, you'll be the first point of contact for our clients, providing essential technical assistance and ensuring prompt, effective service. You'll triage and resolve issues within your scope, escalating complex problems to our 2nd and 3rd Line Support teams when needed.

Key Responsibilities

• Provide first-line technical support, logging and categorising incidents and service requests
• Troubleshoot and resolve issues, escalating where appropriate
• Manage incidents from ticket creation to resolution, ensuring clear communication throughout
• Coordinate with external vendors for on-site support when required
• Ensure incidents are resolved within agreed timeframes
• Contribute to continuous improvement by providing feedback on Service Desk operations

What We're Looking For

• Experience in a Customer Service, Helpdesk, or Service Desk role
• Strong understanding of IT systems and troubleshooting techniques
• Familiarity with Microsoft Office and IT Service Management (ITSM) tools
• Knowledge of Cisco networking equipment
• Understanding of ITIL frameworks
• Excellent communication skills in English (written and verbal)
• Strong organisational skills and ability to work under pressure

About Us

Comms-care, part of the Ingram Micro Group, is a multi-award-winning, channel-only IT Service Provider supporting customers across the UK & Ireland. Our HQ in Cheshire is usually buzzing with activity, but our fantastic #oneteam mentality means we continue to deliver exceptional service in a predominantly remote environment. We're all about people - our team, our customers, and our partners. If you're driven to succeed and want to grow your career in IT support, we'd love to hear from you.

Location

Hybrid / Cheshire Business Park, Lostock Gralam