1st Line IT Support Engineer — Hybrid & Growth-Driven

risual Limited; Stafford; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Hybrid Working

Private Medical Insurance

Employee Assistance Program

25 days holidays plus birthday off

Company Pension Scheme

Life Assurance x4

Diverse workforce

Node4 training Academy

Discounts via benefits portal

Job summary

Node4 is seeking a 1st Line Support Engineer for a 12-month fixed-term maternity cover. You will be the first touchpoint for client inquiries, logging and triaging requests, and coordinating with 2nd line teams to resolve issues efficiently.

Excellent communication and a strong ITIL mindset are essential, with a focus on delivering high-quality customer service while working in a hybrid environment.

Qualifications

• Minimum of 2–3 years 1st Line Service Desk experience.
• Experience in an ITIL ServiceDesk environment.
• Excellent documentation and customer communication abilities.
• Working knowledge of Windows 7/8/10 and Office apps (Word, Outlook, PowerPoint, Excel).
• Ability to follow policies, procedures and controls and meet strict SLAs.
• Demonstrable time management and calmness under pressure.

Responsibilities

• Serve as the entry point for all requests and tickets for clients.
• Update customers through all stages: logging, research, action plan, escalation and resolution.
• Coordinate with 2nd line teams to ensure cohesive service delivery.
• Maintain high standards of communication with clients and internal teams.
• Contribute to continual improvement of support and managed services.

Skills

Service desk experience

Communication skills

ITIL knowledge

Windows OS knowledge

Office suite proficiency

Time management

Customer service excellence

Tools

Third-party coordination

Job description

Node4 is seeking a 1st Line Support Engineer for a 12-month fixed-term maternity cover. You will be the first touchpoint for client inquiries, logging and triaging requests, and coordinating with 2nd line teams to resolve issues efficiently.

Excellent communication and a strong ITIL mindset are essential, with a focus on delivering high-quality customer service while working in a hybrid environment.