1st Line Service Desk Engineer

Acorn Care and Education; United Kingdom; Hybrid; GBP 25,000; Full time

Job summary

A reputable care and education organization is seeking a 1st line IT Service Desk Engineer based in Bolton, offering hybrid working. The role involves providing essential first-line support, addressing a range of technical issues, and working collaboratively with a skilled team. Applicants should have experience in technical support and a strong customer service background. The position offers a competitive salary and a range of benefits designed to support your wellbeing and career growth.

Benefits

Life Assurance

Pension scheme with options to increase contributions

Access to mental health support services

Family Growth Support

Cycle to Work Schemes

Electric Car Purchase Scheme

Flexible Benefits Platform

Qualifications

• 1 to 2 years’ experience in a 1st line support role within a technical support desk or similar environment.
• Basic understanding of IT infrastructure and technical diagnostic skills.
• Experience in knowledge sharing and creating knowledge base articles.

Responsibilities

• Provide 1st line support services to assist with technical issues.
• Respond to and resolve incidents and service requests.
• Log and document incidents, service requests, and resolutions promptly.

Skills

Basic experience with server environments (Windows)

Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure)

Basic understanding of cloud-based solutions (Microsoft 365)

Basic understanding of virtualization

Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN)

Ability to troubleshoot basic application issues

Basic knowledge of IT security and compliance

Strong customer service skills

Working knowledge of current software packages and operating systems

Education

Professional qualification in IT or a related degree

Job description

Job Title

1st line IT Service Desk Engineer

Hours & Location

37.5 hours per week, Monday to Friday 08:00 - 16:00 and, every six weeks, Monday to Friday 09:00 - 17:00.

Location: Bolton (Hybrid)

Salary

£24,375.20 per annum

Eligibility

UK applicants only. Sponsorship not provided.

Job Purpose

Provide 1st line support services as part of a team of experienced engineers to assist with the company's progression. Investigate a range of technical issues across all areas of the business, providing fixes, escalating where necessary, and assisting the wider IT teams with their investigations. The key focus will be on supporting services in our large estate of offices, schools, and care homes. Although the role is flexible in relation to location, the post holder will be required to attend our key office in Bolton and be willing to travel to other sites as needed.

Key Accountabilities

• Respond to and resolve incidents and service requests, providing regular updates to the end user.
• Escalate complex issues to the 2nd line support engineers or IT Service Desk Manager as needed.
• Serve as the first point of contact for all IT‑related issues and requests.
• Log and document incidents, service requests, and resolutions accurately and in a timely manner.
• Assist users with basic troubleshooting for hardware, software, and network issues.
• Configure and maintain user accounts and permissions.
• Install and set up applications and software on user devices.
• Provide support for printers, both hardware and software.
• Configure devices such as laptops, mobile phones, and tablets.
• Support connectivity and hardware in remote sites.
• Assist in maintaining and updating the knowledge base, sharing knowledge across the service desk and wider IT team.
• Identify, recommend, and amend inefficient work tasks and processes to improve efficiency.
• Attend meetings and team events as required.
• Participate in the annual performance review program.
• Work in accordance with all company policies and procedures, especially those relating to Child Protection and Safeguarding, maintaining strict confidentiality appropriate to the role.
• Be familiar with Health and Safety issues related to IT equipment use and report any concerns to the Line Manager.
• Observe the company's Health and Safety policies relating to the working environment and building security, reporting any issues promptly.
• Adhere to Data Protection regulations, maintaining strict confidentiality.
• Promote and practice equal opportunities, working positively towards anti‑discriminatory and anti‑racist practices.
• Demonstrate a willingness to learn and develop personal skills through ongoing training provided by the company or externally, subject to company approval and agreement with the Line Manager.

Requirements

• Basic experience with server environments (Windows) (preferred)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (preferred)
• Basic understanding of cloud‑based solutions (Microsoft 365) (preferred)
• Basic understanding of virtualization (preferred)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)
• Ability to troubleshoot basic application issues (preferred)
• Basic knowledge of IT security and compliance (preferred)
• Experience in troubleshooting and supporting hardware and software for various devices (preferred)
• Understanding of Jamf and/or Microsoft Intune (preferred)
• 1 to 2 years’ experience in a 1st line support role within a technical support desk or similar environment (preferred)
• Holds or is working towards a professional qualification in IT or a related degree (preferred)
• Basic knowledge of desktop and server platforms (preferred)
• Understanding of ITIL framework (preferred)
• Basic understanding of IT infrastructure and technical diagnostic skills (essential)
• Strong customer service skills (essential)
• Experience in knowledge sharing and creating knowledge base articles (preferred)
• Broad technical knowledge of PCs/peripherals and their architecture (preferred)
• Working knowledge of current software packages and operating systems (essential)

Benefits

• Life Assurance
• Pension scheme with options to increase your contributions
• “Your Wellbeing Matters” – access to a wide range of first‑class mental health support services and physical health checks
• Family Growth Support – inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support
• A wide range of health, wellbeing, and insurance benefits
• 100’s of discount options valid in the UK and abroad
• Cycle to Work Schemes
• Electric Car Purchase Scheme
• Critical illness cover
• Flexible Benefits Platform (Vista) – choose the package that’s right for you

We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks.