Hybrid 1st Line IT Support Engineer

LIMA; Salford; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Hybrid work pattern

Competitive salary

Job summary

LIMA in Salford Quays is recruiting a proactive 1st Line Support Engineer to join our Service Desk for the On Demand Service Desk offering. You’ll support onboarding, manage Microsoft 365 environments, and collaborate with customer IT teams.

This hybrid role features a 07:00–19:00 shift with on-site days Mon–Wed at Salford Quays and remote work Thu–Fri, delivering excellent end-user support and SLA adherence.

Qualifications

• Experience responding to first-line service desk queries within SLA.
• Experience onboarding new user assets and asset management.
• Experience supporting Microsoft 365 and Teams environments.
• Familiarity with ITIL principles is advantageous.

Responsibilities

• Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
• Diagnose, troubleshoot, and resolve end-user issues in accordance with SLAs.
• Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration.
• Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates.
• Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions.
• Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure.
• Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution.
• Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.

Tools

Active Directory

Office 365 Administration

Microsoft Teams

Group Policy

Basic Network

Hardware Diagnostics

Security Software (AV)

Job description

LIMA in Salford Quays is recruiting a proactive 1st Line Support Engineer to join our Service Desk for the On Demand Service Desk offering. You’ll support onboarding, manage Microsoft 365 environments, and collaborate with customer IT teams.

This hybrid role features a 07:00–19:00 shift with on-site days Mon–Wed at Salford Quays and remote work Thu–Fri, delivering excellent end-user support and SLA adherence.