1st Line Support Engineer

LIMA; Salford; Hybrid; GBP 27,000 - 29,000; Full time

Job summary

Une entreprise dynamique recherche un Ingénieur de Support de 1re Ligne pour renforcer son équipe de Service Desk. Le candidat idéal aura une expérience avec Microsoft 365 et Active Directory, et sera responsable de la résolution des problèmes des utilisateurs tout en offrant un service client exceptionnel. Ce rôle hybride permet une flexibilité de travail depuis chez soi tout en nécessitant des jours sur site à Salford Quays.

Benefits

25 jours de congé (+ jours fériés)

Journée payée pour l'anniversaire

Assurance vie, 4x votre salaire

Plan de santé Medicash dès le premier jour

Formation et développement en cours

Bénéfices de congé familial améliorés

Services de soutien confidentiels

Programmes de sacrifice salarial

Activités de team building

Accès VIP au AO Arena

Qualifications

• Expérience avec Active Directory, Office 365, Microsoft Intune, et Teams.
• Connaissances en diagnostics matériels et sécurité des utilisateurs finaux.
• Compréhension des principes ITIL est un atout.

Responsibilities

• Répondre aux requêtes de support de premier niveau via téléphone.
• Diagnostiquer et résoudre les problèmes des utilisateurs selon SLA.
• Maintenir la documentation complète pour tous les tickets de service.

Skills

Active Directory

Microsoft 365

Microsoft Intune

Microsoft Teams

Group Policy

Hardware diagnostics

Job description

We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our dynamic Service Desk team, supporting the delivery of our newly launched On Demand Service Desk.

This innovative service provides comprehensive IT support, combining reactive incident resolution with proactive change management. You will play a key role in enhancing the end-user experience by supporting employee onboarding, managing Microsoft 365 environments, and collaborating with 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 to work from home on Thursdays and Fridays.

Day-to-day responsibilities include:

• Responding to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt resolution.
• Diagnosing, troubleshooting, and resolving end-user issues according to SLAs.
• Assisting with hardware deployments, including desktops and laptops.
• Onboarding new customer assets into the Service Desk, maintaining accurate records.
• Coordinating with suppliers and third parties for hardware replacements and escalations.
• Maintaining comprehensive documentation for all service tickets.
• Escalating critical issues to the Service Desk Coordinator and Team Lead.
• Delivering excellent customer service to foster positive relationships and high satisfaction.

To succeed, you should have experience with Active Directory, Office 365, Microsoft Intune, Microsoft Teams, Group Policy, and basic network and hardware diagnostics. Knowledge of anti-virus tools, end-user security, and Service Desk procedures is important. Familiarity with ITIL principles is a strong advantage.

We offer a range of benefits to support your well-being and career growth, including:

• 25 days holiday (pro-rata for part-time), plus bank holidays, with options to buy or sell 5 days annually.
• An extra paid day off for your birthday.
• Life assurance at 4x your salary.
• Access from day one to Medicash healthcare cash-back plan, with private medical scheme options after two years.
• Ongoing training and development opportunities.
• Enhanced family leave benefits after two years.
• Confidential counselling and support services.
• Salary sacrifice schemes for retirement savings or purchasing an electric vehicle or bike.
• Team-building activities and events.
• Prime view seats at the AO Arena, with VIP access and a private bar.

Salary: £27,000 - £29,000

Hours: 40 hours per week