1st Line IT Support Engineer

Peaple Talent Ltd; West of England; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

25 days leave

Hybrid working

Training & certifications

Pension & life insurance

Wellbeing program

Job summary

Peaple Talent are working with an established IT services business seeking a 1st Line Support Engineer to be the first point of contact for customers, resolving issues and delivering excellent service across a range of technologies.

You will own tickets from initial contact to resolution or escalation, work to SLAs, and provide friendly support. The role includes training and a clear path to developing your IT career within a collaborative team.

Qualifications

• Interest in technology and IT support career
• Good communication and ability to provide friendly support
• Organisational skills and proactive ticket management
• Collaborative, willing to learn and develop technically

Responsibilities

• Act as the first point of contact for customer incidents and service requests via phone, email and the service portal.
• Take ownership of tickets from initial contact through to resolution or escalation.
• Work to agreed SLAs, keeping customers informed and delivering a professional service.
• Escalate when needed and provide clear handover notes and follow processes.
• Identify recurring issues and flag to the team to improve service delivery.

Skills

Customer service

Communication

Organisational skills

Team player

Job description

Peaple Talent are working with an established IT services business that is looking to grow its service desk team. They are looking for a 1st Line Support Engineer to act as the first point of contact for customers, resolving technical issues and delivering excellent service. This is a great opportunity for someone looking to start or develop their IT career, with training, support and exposure to a range of technologies.

The Role:

• Act as the first point of contact for customer incidents and service requests, providing support via phone, email and the service portal.
• Take ownership of tickets from initial contact through to resolution or escalation, ensuring issues are handled efficiently.
• Work to agreed SLAs, keeping customers informed of progress and providing a professional, reliable service throughout.
• Recognise when issues need escalating, providing clear handover notes and following established processes and procedures.
• Identify recurring issues and potential underlying problems, flagging these to the wider team to help improve service delivery.

The Candidate:

• A genuine interest in technology and a desire to build a career in IT support; previous IT support experience is beneficial but not essential.
• Strong communication skills, with the ability to provide friendly, clear and professional support to a range of customers.
• Good organisational skills and a proactive approach to managing tickets, prioritising tasks and keeping work on track.
• A collaborative attitude, with the confidence to ask questions, share knowledge and work with colleagues to resolve issues.
• Reliable, customer-focused and calm under pressure, with a willingness to take ownership and develop technically.

The Package:

• 25 days annual leave plus bank holidays
• Hybrid and flexible working
• Training and development, including free access to training platforms, support towards Microsoft certifications and clear career progression paths
• Employee perks scheme, company pension and life insurance
• Wellbeing package including 24/7 online GP, free counselling and financial and legal support