FCS-182 Support Engineer

Tfgm; Greater Manchester; On-site; GBP 29,000 - 34,000; Full time

Job summary

A local transportation authority in Greater Manchester is seeking a Support Engineer (1st line) to join their ServiceDesk team. The role requires delivering exceptional IT support, managing service requests, and engaging in projects to enhance technical skills. Candidates must have knowledge of Microsoft technologies and ITIL experience. The position offers a salary of £29,881- £33,955 with 12.5% shift allowance and generous benefits including free travel and enhanced family leave policies.

Benefits

Generous annual leave starting at 28 days

Free travel on buses across Greater Manchester

Local Government defined pension scheme

Enhanced family-friendly leave policies

Qualifications

• Demonstrable knowledge of computing and technology.
• Excellent customer service skills.
• Ability to communicate effectively in writing.

Responsibilities

• Deliver first-class support to colleagues.
• Manage faults within the ServiceDesk.
• Take end-to-end ownership of all user issues.

Skills

Microsoft Windows 10/11

Active Directory

Exchange

Microsoft Azure

ITIL

Defender

InTune

Office365

Mac/iOS

Canon Print Devices

Cisco IP telephony

Job description

Would you like to play a key role in ensuring that the colleagues at TfGM have a seamless IT experience?

Do you have a passion for delivering exceptional service?

Would you like the opportunity to work within a fast-moving technical IT department, adopting agile working methodologies to deliver value to our organisation?

Your Role

We are seeking a Support Engineer (1st line) to join our ServiceDesk team on a Fixed Term basis to the 12th November 2025. In this role you will be responsible for delivering a first-class level of service to our colleagues who have raised technical incident or service requests. You will also get an opportunity to be involved in projects which will allow you to improve your technical skills through on-the-job experience, classroom-based training and team-based mentoring.

Reporting to the Service Desk Team Leader, you will deliver a range of support services, to a wide range of teams, including recording, reporting, and managing faults within the ServiceDesk; acting as a key contact point within the organisation providing informative communications to customers; and identifying opportunities for new technologies within the organisation. You will also provide a support service for our colleagues ensuring calls are logged and managed through the appropriate call channels and taking end-to-end ownership of all user issues and requests. You will have a proven record of using problem solving analysis and taking the initiative to ensure issues are resolved as quickly as possible.

For this role, shift working is required to cover the service hours of 7am to 6pm.

For more information, please see the role profile at the bottom of the advert.

Who are we?

Working as part-of the Service Desk within Information Systems, you will be part of a team providing IT technical support to colleagues across TFGM. We provide crucial support to all areas of TFGM, from Head Office to Bus Stations and Interchanges, ensuring that our technology runs smoothly and efficiently.

What you'll bring

What you do and how you do it is important - whatever type of role you work in at TfGM - and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

You will have demonstrable knowledge of computing and technology with excellent customer service skills and have a passion for developing your technical service skills. You will be able to communicate effectively in writing and put forward your views verbally to quickly resolve issues and will be able to work effectively within a team environment. Support experience required;

• Microsoft Windows 10/11
• Active Directory
• Exchange
• Microsoft Azure
• Defender
• InTune
• Office365
• Mac/iOS*
• Canon Print Devices*
• Cisco IP telephony is also required*

* experience not essential

ITIL experience is also required.

What we can offer you

A fixed term role to 12th November 2025 with a salary of £29,881- £33,955 per annum depending on skills and experience plus 12.5% shift allowance.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What's next?

If you believe you have the skills and experience required, we'd really like to hear from you.

To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.

TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.

For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES - we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.