Hybrid 1st Line IT Support Engineer | Training & Growth

Ingram Micro; Northwich; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

AXA Health Insurance

Dental Plan Options

Birthday day off

Employee Referral Bonus

Employee discounts

Wellness room

Career progression & training

Job summary

Ingram Micro is seeking a 1st Line Support Engineer for a hybrid role based in Northwich (CW9 7UA). You will be the first point of contact for clients, logging incidents, triaging issues, and escalating complex problems to 2nd/3rd line teams.

You’ll contribute to service improvements while delivering prompt, clear communications. The role requires strong IT knowledge, experience in helpdesk, and excellent English communication.

Qualifications

• Experience in a Customer Service/Helpdesk/Service Desk role.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and ITSM tools.
• Knowledge of Cisco networking equipment.
• Understanding of ITIL frameworks.
• Excellent communication skills in English, both written and verbal.
• Strong organisational skills and the ability to work under tight deadlines.

Responsibilities

• Provide first-line technical support, logging and categorizing incidents and service requests.
• Troubleshoot and resolve issues within your scope, escalating more complex cases to higher-level support teams.
• Manage incidents from ticket creation to resolution, ensuring timely updates and clear communication with clients.
• Coordinate with external vendors and third parties when on-site technical support is needed.
• Follow up on incidents to ensure they are resolved within agreed timeframes.
• Provide feedback to help improve Service Desk operations and contribute to continuous improvement.

Skills

Customer Service/Helpdesk/Service Desk

IT systems troubleshooting

Communication (English)

ITIL familiarity

Organization

Tools

ITSM tools

Cisco networking equipment

Job description

Ingram Micro is seeking a 1st Line Support Engineer for a hybrid role based in Northwich (CW9 7UA). You will be the first point of contact for clients, logging incidents, triaging issues, and escalating complex problems to 2nd/3rd line teams.

You’ll contribute to service improvements while delivering prompt, clear communications. The role requires strong IT knowledge, experience in helpdesk, and excellent English communication.