1st Line Support Engineer

hays-gcj-v4-pd-online; Manchester; On-site; GBP 24,000 - 30,000; Full time

Job summary

A prestigious opportunity exists for a 1st Line Support Engineer to join a global multi-disciplinary design practice in Manchester. The role involves being the primary contact for IT support, focusing on customer service, problem-solving, and effective communication. The position offers a flexible working environment, an enticing benefits package, and career progression.

Benefits

Enviable benefits package

Flexible working

Ongoing training and career progression

Responsibilities

• Acting as the primary point of contact for global IT support.
• Offering guidance from our knowledge base and attempting first-time fixes.
• Escalating tickets in a timely manner.

Skills

Excellent verbal and written communication skills

Exceptional customer service skills

Effective problem-solving abilities

Knowledge of Microsoft operating systems

Knowledge of Microsoft 365

Knowledge of networking fundamentals (DNS, DHCP)

Experience with Freshservice or similar ITSM platforms

Job description

Are you on the lookout for a new role? I’ve got an opportunity that could be of interest to you. A prestigious opportunity with a global multi-disciplinary design practice for a 1st Line Support Engineer to join our team. Based in our Manchester studio, 3 days a week, with the ability to qualify for UK SC Security clearance is essential.

Responsibilities include:

1. Acting as the primary point of contact for global IT support
2. Offering guidance from our knowledge base and attempting first-time fixes with staff
3. Consistently hitting initial response targets for queries raised via our support channels
4. Escalating tickets in a timely manner, ensuring SLA targets remain achievable
5. Accurately recording all relevant information on our ticketing platform to enable the wider team to handle escalated tickets efficiently

Skills required:

• Excellent verbal and written communication skills
• Exceptional customer service skills
• Effective problem-solving abilities
• Knowledge of Microsoft operating systems
• Knowledge of Microsoft 365
• Knowledge of networking fundamentals (DNS, DHCP)
• Experience with Freshservice or similar ITSM platforms

What you'll get in return:

In return, you will be rewarded with an enviable benefits package, flexible working, and ongoing training and career progression.