IT Support Engineer

Solus Accident Repair Centres Company; United States; On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension scheme

33 days’ holiday

Discounts on Aviva products

Share in Aviva’s success

Parental and carer’s leave

Group Income Protection and 24/7 GP

Job summary

Solus Accident Repair Centres Company is seeking a 1st Line IT Engineer to join our Service Desk, the first point of contact for 2,500+ users across multiple sites. You’ll triage and resolve incidents using HaloITSM, supported by our IT team, and help keep our in-house Evolve system running smoothly.

As part of a collaborative team, you’ll work with Microsoft 365, Azure, Intune and HaloITSM, handling a variety of hardware, software and networking issues while developing your skills as the

Qualifications

• Experience in IT helpdesk or service desk support.
• Familiar with HaloITSM or similar ticketing systems.
• Strong communication and problem-solving abilities.

Responsibilities

• Handle calls and tickets as first point of contact.
• Troubleshoot hardware, software and networking issues.
• Log, categorize and prioritise tickets in HaloITSM.
• Assist with onboarding and offboarding activities.
• Guide users through fixes and document resolutions.
• Monitor systems and respond to alerts with the team.
• Share knowledge to improve service delivery.

Skills

Customer focus

Computer literacy

Communication skills

Ticketing experience

Analytical thinking

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’ll 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.

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

• 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.

At Solus, we value inclusivity and welcome all applicants. If you’re excited but don’t tick every box, we encourage you to apply—your unique skills might be just what we need.

We guarantee an interview for disabled applicants meeting the minimum criteria—just email us after applying to let us know.

Ready to join us? Apply online today, and our team will be in touch within 14 days.