1st Line Support Engineer

Wanstor; Moreton-in-Marsh; On-site; GBP 28,000 - 36,000; Full time

Job summary

Wanstor in the Cotswolds seeks an IT Support Engineer to deliver a blend of on-site and remote support for a prestigious client base in Moreton-in-Marsh. You will take ownership of all requests, guide them to resolution, and maintain exceptional customer service in a fast-paced, high-exposure environment.

This role requires being on-site five days a week in GL56. You will manage Office 365 and Azure Active Directory tasks, deploy PCs with Windows Autopilot/Intune, and provide hands-on support

Qualifications

• Experience in 1st line support and ITIL-based service management.
• Ability to take ownership of tasks and stakeholders.
• Desire to provide excellent, proactive customer service.
• Well organised, able to multitask and work autonomously.
• Willingness to work weekends.

Responsibilities

• Respond to client technical issues via phone and email.
• Triaging and resolving incidents; escalate when needed.
• Log calls using service desk tools and ITIL processes.
• Maintain relationships and visit sites within Greater London area.
• Manage user accounts in Office365, AD and Azure.
• Use remote tools to resolve requests.
• Deploy PCs via Windows Autopilot and Intune.
• Set up Windows PCs and laptops.

Skills

1st line support

ITIL processes

Stakeholder ownership

Customer service

Multitasking

Autonomy

Positive attitude

Weekend shifts

Job description

Description

5 days on site in Moreton-on-Marsh, GL56.

Department: Service Management

Location: Moreton-in-Marsh

Description

5 days on site in Moreton-on-Marsh, GL56. Wanstor is a multi SDI award winning, future proofed IT managed service provider. Join our dynamic team as a IT Support Engineer providing a blend of onsite and remote support to our prestigious client based in the scenic Cotswolds countryside. In this role, you'll take ownership of all requests, guiding them to successful completion while delivering best-in-class customer service. You will be an exception team player and collaborator. You will enjoy challenge and pace in a high exposure environment, giving you the opportunity to continually learn and progress.

What You'll Do

• Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating them where necessary to more senior colleagues.
• Logging calls using service desk tools ITIL processes, working within these frameworks to deliver customer services levels >90% managing incidents to achieve where possible first call resolution and other company KPI’s.
• Maintaining good customer relations, including visiting sites within the greater London area.
• Managing user accounts within Office365 and allocating licenses.
• Managing Active Directory and Azure services including the creation of user accounts and amending permissions where needed.
• Using remote tools such as MDM, Remote control & Chat to resolve user requests.
• Deploying PC’s through Windows Autopilot and Intune.
• Setting up and configuring Windows based PCs and laptops.

What You'll Need

You may have already started your journey within IT but are looking to develop your skills within a fast paced and supportive environment. You may have the following experience: -

• Strong fundamental knowledge of 1st line support
• Knowledge of ITIL, incident, problem and change management.
• Experience taking responsibility and ownership of stakeholders and projects
• A desire to provide excellent, proactive, customer service
• Well organised, able to multitask and work autonomously
• Positive and energetic
• Happy to work a variety of shifts including weekends

What You'll Love

• Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
• Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
• Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
• Team Spirit: Join a friendly team and engage in various social events organized throughout the year.