IT Support Engineer

I'm currently partnering with a well-established UK manufacturer that continues to invest heavily in its technology and people. As part of their ongoing growth, they're looking to add a 1st Line IT Support Engineer to their IT function. This is a great opportunity for someone early in their IT support career who enjoys being the first point of contact, solving problems, and delivering an excellent user experience. The Role As a 1st Line IT Support Engineer, you'll be the first point of contact for internal users, providing day-to-day support across desktop, hardware, and core business applications. You'll play a key role in keeping the business running smoothly by resolving issues quickly and escalating where needed. What You'll Be Doing

• Acting as the first point of contact for IT support queries via phone and helpdesk

• Logging, qualifying, and documenting incidents accurately

• Working within a ticketing system to resolve issues in line with SLAs and KPIs

• Providing desktop and end-user support across: o PCs and laptops o IP phones, headsets, monitors, tills, and peripherals

• Delivering first-time fixes for known issues and troubleshooting new problems

• Escalating more complex issues to 2nd Line support when required

• Supporting users both on-site and remotely, including locations across the UK

• Maintaining accurate asset and stock records within the asset management system What I'm Looking For

• Confident and professional call-handling skills

• Strong communication skills (both verbal and written)

• A customer-focused mindset - you enjoy helping people

• Ability to gather accurate information and prioritise effectively

• Solid problem-solving and troubleshooting skills

• A basic understanding of networking fundamentals Technical Skills (Required)

• Good working knowledge of Windows 10 / Windows 11

• Experience supporting Microsoft 365 / Office 365 applications

• Basic networking knowledge with the ability to carry out initial troubleshooting Nice to Have (But Not Essential)

• Exposure to Windows Server 2016+

• Experience supporting bespoke or in-house applications

• A relevant IT qualification or certification