1st Line Support Engineer

LIMA; Eccles; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Birthday leave

Healthcare plan

Private medical after 2 years

Professional development

Wellbeing support

Team building events

Job summary

LIMA is seeking a proactive 1st Line Support Engineer to join our Service Desk team in Salford Quays. The role supports the On Demand Service Desk offering, handling onboarding, Microsoft 365 environments, and collaboration with client IT teams in a hybrid setup (office Mon-Wed, home Thu-Fri).

You will respond to queries, diagnose issues to SLAs, assist with hardware deployments, onboard new assets, and coordinate with suppliers.

Qualifications

• Experience with Active Directory and Office 365 Administration.
• Familiarity with Microsoft Teams and Group Policy.
• Basic network and hardware diagnostics knowledge.
• Understanding ITIL principles is a plus.
• Experience in a Service Desk environment is desirable.

Responsibilities

• Respond to first-line support queries via telephone and the Service Desk system.
• Diagnose, troubleshoot, and resolve end-user issues within SLAs.
• Assist with hardware deployments for desktops and laptops.
• Onboard new customer assets into the On Demand Service Desk.
• Coordinate with suppliers/third parties for hardware replacements.
• Maintain real-time documentation for all service tickets from logging to closure.
• Escalate critical issues to the Service Desk Coordinator and Team Lead.
• Deliver exceptional customer service and foster positive client relationships.

Skills

Active Directory

Office 365 Administration

Microsoft Teams

Group Policy

Network & Hardware troubleshooting

End-user security (Anti-Virus)

Service Desk procedures

Job description

Following a promotion, we are recruiting for a proactive and customer focused 1 st Line Support Engineer to join our Service Desk team supporting the delivery of our On Demand Service Desk offering.

This innovative service is designed to provide comprehensive IT support, combining reactive incident resolution with proactive change management. You'll play a key role in enhancing the end-user experience by supporting employees' onboarding, managing Microsoft 365 environments, and working in partnership with our customers’ internal IT teams.

This hybrid role follows a 07:00 – 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays.

Day to day responsibilities:

• Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
• Diagnose, troubleshoot, and resolve end-user issues in accordance with agreed Service Level Agreements (SLAs).
• Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration.
• Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates.
• Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions.
• Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency.
• Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution.
• Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.

Experience and Skills:

To be successful, you should have skills and knowledge of these technologies:

• Active Directory
• Office 365 Administration
• MicrosoftTeams
• Group Policy
• Basic Network and Hardware issue diagnostics
• Anti-Virus and other end-user security systems
• Basic Service Desk procedures, such as New Starter Processes

It would be even better if you had experience working with the ITIL framework or knowledge of its principles.

About LIMA

At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. But we know that our success is powered by our people.

We’re proud to be a Great Place to Work™ company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.

28,000 - 30,000

Hours

37.5

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:Holidays: Time to relax with 25 days holiday (pro rata for part time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each yearBirthday Leave: An additional paid day to celebrate your birthday with family and friendsHealthcare: From day one you’ll have access to Medicash our healthcare cash back plan and after two continuous years of service have the option to join our private medical schemeProfessional Development: Access to ongoing training and development opportunities to help you grow in your career.Family Leave: Enhanced maternity, paternity and adoption pay after two continuous years serviceEmployee Assistance Program: Confidential counselling and support services to help you navigate life's challenges.Salary Sacrifices Schemes: To support you to save for retirement or purchase an electric car or bikeTeam Building Events: Engage with your colleagues through team-building activities and events.