2nd line support Work, Jobs in Kingston Upon Hull, Ery (with Salaries)

1st Line Support Engineer – Layer8
Spencer Group —Kingston upon Hull
- Continuous improvement
- Communication skills
2nd/3rd Line IT Support Engineer
Genesis Business Systems Ltd —Kingston upon Hull
- Up to £39,995 a year
- Full-time
- Windows
- Travel
- In-person
- Free parking
Quick apply
1st Line Support Technician
Tevalis —Kingston upon Hull
- £28,000 a year
- Weekend availability
- Hospitality
- POS
- In-person
- Free parking
- Employee assistance programme
Quick apply
IT Support Technician
AAK International —Kingston upon Hull
- Analysis skills
- Bakery
- Communication skills
6d
Database Engineer (SQL / MySQL)
Giacom —Hessle
- £40,000 - £45,000 a year
- SQL
- Continuous improvement
- AI
- Annual leave
Quick apply

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1st Line Support Engineer – Layer8
Spencer Group —Kingston upon Hull
Working within the Layer8 Service Desk team, you will provide 1st line IT support to customers and internal users, delivering professional, friendly and…
1st Line Support Technician
Tevalis —Kingston upon Hull
Due to internal career progression, we are looking for 1st Line Support Technicians to join our Support Team at Bridgehead Business Park, Hessle, who will serve…
£28,000 a year
Quick apply

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1st Line Support Engineer – Layer8

Spencer Group -
Kingston upon Hull

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Job details

Qualifications

Technical troubleshooting
TCP
ITIL Certification
Driving Licence
Incident queue management
GCSE
IT service management
Ticket management
Continuous improvement
Ticket management systems
Technical support incident logging
Technical writing
IP networking
Customer support
Customer interaction
IT incident logging
Application support
Incident log maintenance
Communication skills
Mobile devices

Full job description

Job Description

Working within the Layer8 Service Desk team, you will provide 1st line IT support to customers and internal users, delivering professional, friendly and efficient technical assistance across a range of technologies.

You will be responsible for resolving day-to-day incidents and requests, maintaining accurate ticket records and escalating issues to 2nd or 3rd line support where required. The role requires strong communication, a willingness to learn and a commitment to delivering excellent customer service.

Layer8 operates using ITIL-based service management principles with a strong focus on continual service improvement, knowledge sharing and personal development. Engineers are encouraged to learn from escalated incidents, use internal knowledge bases and training resources and become an active part of the solution.

Responsibilities

Respond to customer incidents, service requests and technical queries via phone, email and ticketing systems.
Provide 1st line support for Windows devices, Microsoft 365, user accounts, printers, mobile devices and standard business applications.
Accurately log, prioritise and manage support tickets in line with service desk procedures.
Escalate complex issues to 2nd or 3rd line support with clear troubleshooting notes and supporting information.
Maintain regular communication with customers and provide updates on ticket progress.
Assist with device builds, onboarding/offboarding users, asset management and stock control.
Follow documented processes, contribute to knowledge base documentation and support continual service improvement initiatives.
Learn from escalated incidents and actively develop technical capability through training and shared knowledge.

Requirements and Qualifications

Person Specification

Strong communication and customer service skills.
Good understanding of Windows operating systems and Microsoft 365.
Logical approach to troubleshooting and problem solving.
Ability to follow procedures and maintain accurate documentation.
Positive attitude with a willingness to learn and improve.
Ability to work effectively within a busy team environment.
Basic understanding of networking concepts including TCP/IP, Wi-Fi and DNS.
Awareness of ITIL v3 service management principles desirable.

Qualifications

Essential

GCSE (or equivalent) in English and Mathematics.
Relevant IT qualification, certification or demonstrable technical experience.

Desirable

Experience working within an IT support or MSP environment.
Microsoft, CompTIA or ITIL certifications.
Basic experience with Microsoft 365 administration and endpoint support.
Full UK Driving Licence.

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2nd line support jobs in kingston upon hull, ery

1st Line Support Engineer – Layer8

2nd/3rd Line IT Support Engineer

1st Line Support Technician

IT Support Technician

Database Engineer (SQL / MySQL)

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