Frontline IT Support Engineer (1st & 2nd Line)

Proactive Appointments

Liverpool

On-site

GBP 26,000 - 36,000

Full time

4 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Proactive Appointments is seeking a 1st/2nd Line IT Support Engineer to join their support function in the UK. The role focuses on providing practical IT support, taking calls, diagnosing hardware, software and connectivity issues, and ensuring information is captured for effective escalation.

The candidate will act as the initial triage point, communicate troubleshooting steps to users, and ensure clear ticket details for escalation.

Qualifications

Experience in a 1st/2nd Line IT Support or Service Desk environment.
Confidently communicating with users and guiding them through technical problems.
Strong hardware and software troubleshooting skills.
Curious and able to ask the right questions to diagnose issues.
Adaptable and comfortable working across different environments.
Reliable and practical in handling a variety of IT problems.
Able to produce clear, concise ticket information for escalation.
Experience in Distribution or Retail environments is a plus.

Responsibilities

Act as the initial point of triage for IT issues.
Take calls and talk users through troubleshooting steps.
Diagnose common issues including printing, connectivity, hardware and software.
Ask the right questions to understand the problem and gather relevant information.
Ensure tickets contain clear and accurate details before escalation.
Identify when an issue needs to be escalated to the next level of support.
Work effectively in environments where issues may not follow a fixed script.