Technical Support Engineer

JR United Kingdom; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity has emerged for a Technical Support Engineer / 1st/2nd Line Support Analyst at a dynamic firm in Manchester. This role involves providing essential IT support to end-users, ensuring smooth operation of desktop applications and technologies. You will be the voice of the end user, advocating for their needs while managing service tickets effectively. If you have a passion for technology and a knack for troubleshooting, this position offers a chance to make a significant impact in a supportive environment. Join a team that values your expertise and dedication to customer service.

Qualifications

• Preferred ITIL Certification and experience with Windows Server technologies.
• Strong troubleshooting skills for Windows 10 and Office 365.

Responsibilities

• Provide end-user IT assistance on core desktop applications.
• Assist in triaging tickets and maintaining communication with end users.

Skills

ITIL Certification

Windows Server Technologies

Windows 10

Office 365

Telephony (VOIP)

Job description

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Technical Support Engineer / 1st/2nd Line Support Analyst

A fantastic opportunity has arisen for a Technical Support Engineer / 1st/2nd Line Support Analyst to join our Manchester-based firm on a permanent basis.

Responsibilities and Duties:

1. Provide end-user IT assistance on all core desktop applications and technologies.
2. Assist the Service Desk Delivery Manager in the triage of tickets, including:
3. Serving as the end user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
4. Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.

Knowledge, Skills, and Experience:

1. ITIL Certification is preferred.
2. Experience working with, troubleshooting, and improving Windows Server technologies, Windows 10, and Office 365.
3. Understanding of telephony, including mobile devices and soft telephony (VOIP).