1st Line Support Engineer

Ember Search; Stoke-on-Trent; On-site; GBP 20,000 - 28,000; Full time

Job summary

A technology solutions firm located in Stoke-on-Trent is seeking a 1st Line Technical Support professional to deliver exceptional customer service. Responsibilities include answering queries via phone and email, troubleshooting hardware/software issues, and maintaining system logs. The ideal candidate has strong communication skills, a solid understanding of Microsoft operating systems, and experience in customer service. A full driving license and own transport are required for this role.

Qualifications

• Previous 1st/2nd line support experience for software and hardware fault resolution.
• Excellent communication and customer service skills.
• Strong working knowledge of Microsoft based operating systems.
• Understanding of PC hardware set-up and configuration.
• Experience of working within regulated businesses.

Responsibilities

• Provide 1st line technical support; answering queries via phone and email.
• Maintain high customer service for all support queries.
• Take ownership of user problems and proactively deal with user issues.
• Triage calls and log on the call logging system.
• Support users in the use of computer equipment.

Skills

Customer service skills

Communication skills

Active Directory

Exchange Server Administration

Microsoft operating systems

LAN/WAN principles

TCP/IP protocols

Tools

VMware

MS Office

Job description

To provide 1st line technical support; answering support queries via phone and email.

To maintain a high degree of customer service for all support queries and

Adhere to all service management principles.

To take ownership of user problems and be pro‑active when dealing with user issues.

To triage all calls and log on the call logging system.

Respond to enquiries from clients and help them resolve any hardware or software problems.

Maintain a log of any software or hardware problems detected.

Support users in the use of computer equipment by providing necessary training and advice.

Carry out daily client systems checks, reporting to IT Manager where necessary.

Be responsible for in‑house system back‑ups.

All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements

Skills & Experience:

Previous 1st/2nd line support experience for software and hardware fault resolution.

Excellent communication and customer service skills.

VMware experience beneficial but not essential.

Strong working knowledge of Microsoft based operating systems.

Active Directory and Exchange Server Administration.

MS Office

Good working knowledge of LAN/WAN principals and TCP/IP protocols.

Understanding of PC hardware set‑up and configuration.

‘Hands on’ approach and a willingness to learn.

Experience of working within regulated businesses.

Full Driving Licence and access to own transport.