IT Support Engineer

Solus Accident Repair Centres; Bentfield; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension

33 days' holiday

Aviva discounts

Save As You Earn scheme

Parental and carer's leave

Group Income Protection

24/7 GP access

Job summary

Solus Accident Repair Centres seeks a 1st Line IT Engineer to join our Service Desk, the first contact for over 2,500 users across 40+ sites. You will support our in‑house Evolve system and work with the IT team to resolve incidents and service requests.

You will use Microsoft 365, Azure, Intune and HaloITSM, handling calls, triaging issues, and helping colleagues across hardware, software and networking. Growth opportunities exist as the Service Desk expands.

Qualifications

• First line IT support experience is desirable.
• Ability to triage and resolve incidents or escalate to second line.

Responsibilities

• Handle incoming calls and tickets day to day.
• Troubleshoot hardware, software and networking issues across multiple platforms.
• Log, categorize and prioritize tickets in HaloITSM.
• Assist with onboarding and offboarding, configuring hardware and accounts.
• Guide users through fixes and create helpful documentation.
• Monitor systems and respond to alerts with IT team.
• Share knowledge and contribute improvements to the service desk.

Skills

Customer support

Ticketing

Troubleshooting

Communication

Onboarding/offboarding

Education

None

Tools

HaloITSM

Microsoft 365

Azure

Intune

Job description

Overview

We are looking for a 1st Line IT Engineer to join our Service Desk, being the first point of contact for our Award‑Winning Accident Repair Network, supporting 2,500+ users across 40+ sites.

Our mission is to develop the tools and technology that enable our teams to get our customers back to normal, and our Service Desk is at the front of that, keeping our people and sites running every day.

The candidate will be reporting into the Service Desk Lead and working alongside our 1st, 2nd and IT Field Engineers to resolve incidents and service requests, support our in‑house system, Evolve.

As our Service Desk grows, this role is central to delivering the service our people rely on.

What You'll Be Doing

Supporting 2,500+ users across 40+ sites, you'll be the first point of contact for colleagues and external clients using Evolve, our in‑house body shop system, triaging and resolving issues or escalating to our 2nd line team when needed.

What You'll Get

You will join an experienced, collaborative team working with Microsoft 365, Azure, Intune and HaloITSM, with plenty of variety across hardware, software and networking, and real scope to develop your skills as the Service Desk grows.

Responsibilities

• Handle incoming calls and tickets day to day.
• Troubleshoot hardware, software and networking issues across a wide range of platforms.
• Log, categorise and prioritise tickets within HaloITSM, our ticketing system.
• Play a key role in onboarding and offboarding, building and configuring hardware, setting up accounts and coordinating deliveries.
• Guide users through fixes, create documentation and help improve our technology and processes.
• Monitor systems and respond to alerts, working closely with the wider IT team to resolve issues quickly.
• Contribute ideas to improve the service desk and share knowledge across the team.

Why Join Solus?

We have so much to offer when it comes to being a Solus colleague.

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva's success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer's leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.
• We value inclusivity and welcome all applicants. If you're excited but don't tick every box, we encourage you to apply—you might just have what we need.
• We guarantee an interview for disabled applicants meeting the minimum criteria—just email us after applying to let us know.