1st Line Support

Maxwell Bond; Manchester; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Buy and sell holidays

Remote working 2–3x a week

Large training budget

Job summary

Maxwell Bond is hiring a 1st Line Support Engineer for South Manchester. You’ll be the first point of contact for customers, resolving basic IT issues and logging tickets in ServiceNow or Jira Service Desk. The role supports Windows 10/11, Office 365, VPN and remote desktop tools, offering a solid entry path into IT operations.

Salary £27k plus annual bonus, remote working 2–3 days a week, and a generous training budget to develop your IT career; opportunities for progression as the team grows.

Qualifications

• Excellent communication and customer service skills.
• Interest in IT systems, software and troubleshooting.
• Ability to prioritise tasks and manage multiple requests.

Responsibilities

• Responding to support tickets, calls and emails from customers.
• Logging and tracking incidents in the ticketing system.
• Troubleshooting basic IT issues on Windows 10/11, Office 365, VPN and remote desktop tools.
• Supporting users with password resets, access, software installation, and connectivity issues.
• Keeping users updated and documenting solutions for the knowledge base.

Skills

Customer service

IT troubleshooting

Windows 10/11

Office 365

VPN & Remote Desktop

Ticketing systems

Communication

Tools

ServiceNow

Jira Service Desk

Job description

1st Line Support Engineer

South Manchester (3x a week)

£27K + Annual Bonus

One of the UK’s leading SaaS vendors with nearly £1billion revenue is looking for a 1st Line Support Analyst to join their South Manchester support function.

Since 2021 they have grown their IT team rapidly and their expansion continues! As a 1st Line Support Analyst, you’ll be the first point of contact for customers, providing fast, professional support for their enterprise systems used by clients ranging from NHS, major logistics firms, public safety and retail.

This is a great opportunity for someone looking to kickstart or grow their IT support career, working in a collaborative, approachable team environment with fast progression opportunities across all areas of IT.

What you’ll be doing:

• Responding to support tickets, calls, and emails from customers
• Logging and tracking incidents in the ticketing system (e.g., ServiceNow, Jira Service Desk)
• Troubleshooting basic IT issues on Windows 10/11, Office 365, email, VPN, and remote desktop tools
• Supporting users with password resets, account access, software installation, and network connectivity issues
• Keeping users updated and ensuring high customer satisfaction
• Documenting solutions to contribute to the knowledge base

What we’re looking for:

• Excellent communication and customer service skills
• A proactive, problem-solving mindset
• Interest in IT systems, software, and troubleshooting
• Ability to prioritise tasks and manage multiple requests
• A team player who can thrive in a friendly, fast-paced environment

What’s in it for you?

• Salary £27k + Annual bonus
• Buy and sell holidays
• Remote working (2-3x a week)
• Big training budget to develop your IT career

With exciting growth plans ahead, there are clear progression opportunities, and most new hires receive a salary review within their first 12 months.