1st Line Support Engineer

Ingram Micro; Northwich; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

AXA Health Insurance

Dental Plan Options

Birthday day off

Employee Referral Bonus

Employee discounts

Wellness room

Career progression & training

Job summary

Ingram Micro is seeking a 1st Line Support Engineer for a hybrid role based in Northwich (CW9 7UA). You will be the first point of contact for clients, logging incidents, triaging issues, and escalating complex problems to 2nd/3rd line teams.

You’ll contribute to service improvements while delivering prompt, clear communications. The role requires strong IT knowledge, experience in helpdesk, and excellent English communication.

Qualifications

• Experience in a Customer Service/Helpdesk/Service Desk role.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and ITSM tools.
• Knowledge of Cisco networking equipment.
• Understanding of ITIL frameworks.
• Excellent communication skills in English, both written and verbal.
• Strong organisational skills and the ability to work under tight deadlines.

Responsibilities

• Provide first-line technical support, logging and categorizing incidents and service requests.
• Troubleshoot and resolve issues within your scope, escalating more complex cases to higher-level support teams.
• Manage incidents from ticket creation to resolution, ensuring timely updates and clear communication with clients.
• Coordinate with external vendors and third parties when on-site technical support is needed.
• Follow up on incidents to ensure they are resolved within agreed timeframes.
• Provide feedback to help improve Service Desk operations and contribute to continuous improvement.

Skills

Customer Service/Helpdesk/Service Desk

IT systems troubleshooting

Communication (English)

ITIL familiarity

Organization

Tools

ITSM tools

Cisco networking equipment

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description:1st Line Support EngineerThis is a hybrid position with 3 days per week in our Northwich Office (CW9 7UA)Are you a tech-savvy individual with strong communication skills, looking to build your career in IT support? Join our team as a 1st Line Support Engineer and provide essential technical assistance to clients while growing your expertise in a dynamic environment.About the RoleAs a 1st Line Support Engineer, you will be the first point of contact for our clients, handling technical issues, troubleshooting, and resolving incidents. This role involves triaging issues and escalating more complex problems to the 2nd and 3rd Line Support teams when necessary. You’ll be key in ensuring our clients receive prompt, effective service, all while working in a supportive, local team environment.As a First Line Support Engineer you will:Provide first-line technical support, logging and categorizing incidents and service requests.Troubleshoot and resolve issues within your scope, escalating more complex cases to higher-level support teams.Manage incidents from ticket creation to resolution, ensuring timely updates and clear communication with clients.Coordinate with external vendors and third parties when on-site technical support is needed.Follow up on incidents to ensure they are resolved within agreed timeframes.Provide feedback to help improve Service Desk operations and contribute to continuous improvement.In order to set you up for success we are looking for the following skills and experience:Experience in a Customer Service/Helpdesk/Service Desk role.Strong understanding of IT systems and troubleshooting methods.Familiarity with Microsoft Office and IT Service Management (ITSM) tools.Knowledge of Cisco networking equipmentUnderstanding of ITIL frameworksExcellent communication skills in English, both written and verbal.Strong organisational skills and the ability to work under tight deadlines.What we offer:AXA Health Insurance and Dental Plan Options - available for you and your family through a salary sacrifice schemeRising holiday allowance at Year 2 and Year 5Birthday day offEmployee Referral Bonus - help us grow our team and get rewarded for introducing great talent.Employee discounts and wellness perksModern offices with breakout spaces, free tea and coffee, and a private wellness roomDevelopment opportunities with clear career progression and trainingWe Are Ingram Micro GroupIngram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Through Ingram Micro Xvantage, our AI-powered digital platform, we offer what we believe to be the industry’s first business-to- consumer-like experience. We also provide a broad range of technology services, including financing, specialized marketing, and lifecycle management, as well as technical pre- and post- sales professional support. Learn more at www.ingrammicro.com .Make an application to join the team!None of this is achievable without great people, with a complete customer focus.Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer a competitive base, commission, market leading incentives programme and clear career development. You will receive full training on the products you will be specialising in, and you will have access to a world leading catalogue of technology-based learning.If this sounds like the opportunity for you then please apply by sending a copy of your most recent CV.