1st Line IT Support Engineer - Solihull

Principal IT; West Midlands; On-site; GBP 29,000 - 36,000; Full time

Job summary

Principal IT is recruiting for a 1st Line IT Support Engineer to join our team in Solihull. The role provides first-line technical support to users across a multi-site organisation and involves handling helpdesk tickets, setting up end-user devices, and assisting with joiners, movers and leavers.

You will work primarily on-site with some travel between locations for project activities and on-site support. The ideal candidate has 1–2 years in IT support, good communication skills and a practical

Qualifications

• Basic working knowledge of Microsoft Windows and Microsoft 365.
• Familiarity with laptops, desktops, mobile devices, printers and connectivity.

Responsibilities

• Act as the first point of contact for day-to-day IT support requests via the IT Service Desk.
• Troubleshoot and resolve first-line technical issues relating to hardware, software, connectivity and business applications.
• Log, manage and update incidents and requests in the ticketing system.
• Set up and deploy end-user equipment including laptops and mobile devices.
• Support Joiners, Movers and Leavers processes including account creation and access changes.

Skills

Windows OS

Microsoft 365

Teams

Outlook

Education

IT-related qualification

Tools

Ticketing system

Remote support tools

Job description

1st Line IT Support Engineer - 32,500 per annum - Solihull

Principal IT are proudly supporting a UK automotive retail group who are undertaking a significant technology and business transformation programme across its expanding dealership network.

This is an excellent opportunity for an IT support professional looking to develop their career within a busy, multi-site environment. You will provide first-line technical support to users across the organisation, supporting day-to-day IT operations, handling helpdesk tickets, assisting with Joiners, Movers and Leavers, and providing support to field-based teams and engineers where required.

The role is primarily site-based, with occasional travel to other locations for project activity, site visits and on-site technical support.

Key Responsibilities

• Act as the first point of contact for day-to-day IT support requests, incidents and service queries via the IT Service Desk.
• Troubleshoot and resolve first-line technical issues relating to hardware, software, connectivity, networks and business applications.
• Log, manage and update incidents and requests within the organisation's ticketing system.
• Carry out basic diagnostics and troubleshooting using remote support and diagnostic tools.
• Set up, configure and deploy end-user equipment, including laptops, desktops, mobile devices and peripherals.
• Support Joiners, Movers and Leavers processes, including account creation, access changes, permissions and equipment preparation.
• Assist with leaver administration and the removal or amendment of user access.
• Work closely with wider IT teams and third-party suppliers, escalating more complex issues where appropriate.
• Provide remote and on-site support to field-based engineers and users, including assistance with devices, connectivity, accounts and applications.
• Maintain and contribute to the IT knowledge base, documenting known issues and solutions.
• Provide guidance to users on IT policies, security best practices and basic troubleshooting.
• Identify recurring issues and contribute ideas for improving IT support processes and service delivery.

Key Requirements

• Basic working knowledge of Microsoft Windows and Microsoft 365, including applications such as Teams and Outlook.
• Familiarity with laptops, desktops, mobile devices, printers, Wi-Fi and common business applications.
• Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
• A logical and analytical approach to troubleshooting and problem-solving.
• Ability to work effectively as part of an IT support team.
• Good organisational and time-management skills, with the ability to prioritise competing tasks.

Experience & Qualifications

• Ideally 1-2 years' experience within an IT support or service desk environment, although candidates with relevant qualifications and a strong technical aptitude will also be considered.
• An IT-related qualification or equivalent experience would be beneficial.
• Relevant certifications such as CompTIA A+, Network+, Microsoft or Cisco would be advantageous.
• Basic understanding of IT networking, hardware, software and telephony.
• Experience working within a multi-site or customer-focused IT environment would be beneficial.

What's on Offer

• Competitive salary and benefits package.
• Training and professional development opportunities.
• Clear opportunities for career progression.
• Supportive and collaborative IT team environment.
• Exposure to a broad range of technologies and IT projects.
• Opportunity to develop your technical skills within an established and growing organisation.

Additional Requirements

• Full UK driving licence.
• Willingness to travel between sites when required.
• Ability to work in a predominantly site-based environment.

If you are an IT professional with automotive dealership experience and are looking for an opportunity to play a key role within a growing Group IT function, we would be keen to hear from you.

INDGH