1st Line Support IT Engineer

Evolve BG Ltd; Wigan; On-site; GBP 23,000 - 28,000; Full time

Job summary

Evolve BG Ltd in Wigan is seeking a 1st Line IT Support Engineer to be the first point of contact for IT queries. You will provide technical support to customers by phone, email and in person, diagnose basic issues and escalate more complex problems to ensure timely resolutions.

Based at our head office in Wigan and required to work onsite at customer locations, you will follow SLAs, maintain IT hardware and software, keep records of incidents and resolutions, and help uphold IT security and

Qualifications

• Experience in a IT support role with ticketing systems.
• Knowledge of ITIL processes is advantageous.
• Strong customer service and communication skills.
• Ability to troubleshoot and resolve IT issues quickly.

Responsibilities

• Provide technical support via phone, email, and in person.
• Diagnose IT issues and escalate when needed.
• Maintain hardware, software, and asset records.
• Ensure services are available during core hours.
• Document tickets and resolutions.
• Adhere to IT security policies and procedures.
• Assist on-site at customer locations.

Skills

IT Support

Customer Service

Ticketing Systems

ITIL Knowledge

Tools

Ticketing software

Job description

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

As a 1 st Line IT Support Engineer, you will be the first point of contact for IT related queries. You will provide technical support to customers via phone, email and in person. You will diagnose Basic IT Issues, escalate more complex problems and ensure customers receive a high level or service.

The role is based in our Head office in Wigan and you will also be required to work onsite in our customers locations.

The working hours are Monday – Friday on a shift bases between the hours of 7am & 6pm.

Key Accountabilities

• Provide technical support in line with Service Level Agreements (SLAs).
• Troubleshoot and resolve IT issues, escalating when necessary.
• Maintain IT hardware, software, and asset management.
• Ensure IT services are available during core operational hours.
• Identify and suggest permanent solutions for recurring issues.
• Monitor and maintain IT systems to improve performance
• Maintain accurate records of service tickets, incidents, and resolutions.
• Ensure adherence to IT security policies and corporate procedures.
• Manage IT documentation and ensure it remains up to date.

About you:

• Previous experience in a IT support role and/or experience with IT ticketing systems
• Generalknowledgeofserviceandapplicationdelivery,preferablyto have successful service level agreement accomplishments.
• UnderstandingandpreferableexperienceofITILprocessesand service delivery software is advantageous.
• GoodknowledgeofIT technologies.
• Agoodanalyticalmind,abletotackleaproblemfromdifferentangles and make decisions quickly.
• Excellentinterpersonalskills.Team Orientated .
• AbilitytoconductanddirectresearchintoITissuesandproductsas required.
• Abilitytopresentideasinuser-friendly language.
• Highlyself-motivatedanddirected. Keen attention to detail.
• Evidencepotentialforanalytical,evaluative,andproblem-solving abilities.
• Theabilitytoeffectivelyprioritiseandexecutetasksinahigh-pressure environment is advantageous.
• Strongcustomerservice orientation.

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit www.evolvebg.co.uk/careers/

Evolve is an Equal Opportunity Employer

All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.