Frontline IT Support Engineer

Ember Search; Stoke-on-Trent; On-site; GBP 20,000 - 30,000; Full time

Job summary

A technology support company in the United Kingdom is seeking a candidate for 1st line technical support. Responsibilities include resolving support queries via phone and email, maintaining high customer service standards, and assisting clients with hardware and software issues. The ideal candidate will have experience in 1st/2nd line support, strong communication skills, and a solid understanding of Microsoft systems. A driving license and access to transport are required. This role is suited for those who thrive in a regulated business environment.

Qualifications

• 1st/2nd line support experience for software and hardware fault resolution.
• Excellent communication and customer service skills are essential.
• Experience in VMware is beneficial, but not essential.
• Strong knowledge of Microsoft-based operating systems required.
• Familiarity with Active Directory and Exchange Server Administration necessary.
• Good working knowledge of LAN/WAN principles and TCP/IP protocols is needed.
• Understanding of PC hardware set-up and configuration is essential.
• Must possess a hands-on approach and willingness to learn.
• Experience working within regulated businesses preferred.
• A full driving licence and access to own transport is required.

Responsibilities

• Provide 1st line technical support via phone and email.
• Maintain high customer service standards for support queries.
• Take ownership of user problems and proactively address them.
• Triage calls and log issues in the call logging system.
• Respond to client enquiries resolving hardware or software problems.
• Log any detected software or hardware issues.
• Support users with computer equipment training and advice.
• Perform daily client systems checks and report to the IT Manager.
• Responsible for in-house system backups.

Skills

1st/2nd line support experience

Excellent communication

Customer service skills

VMware experience

Microsoft operating systems

Active Directory Administration

Exchange Server Administration

MS Office

LAN/WAN principles

TCP/IP protocols

PC hardware configuration

Willingness to learn

Regulated business experience

Full Driving Licence

Job description

A technology support company in the United Kingdom is seeking a candidate for 1st line technical support. Responsibilities include resolving support queries via phone and email, maintaining high customer service standards, and assisting clients with hardware and software issues. The ideal candidate will have experience in 1st/2nd line support, strong communication skills, and a solid understanding of Microsoft systems. A driving license and access to transport are required. This role is suited for those who thrive in a regulated business environment.