Job Summary
We are looking for a Band 1 IT Support Engineer to provide first-line technical support to users. The role involves troubleshooting hardware, software, desktop, application and basic network issues, managing support tickets, and escalating complex issues to the appropriate technical teams.
Key Responsibilities
- Provide L1 IT support through phone, email, chat and ticketing systems.
- Troubleshoot Windows desktop/laptop, software and application issues.
- Support MS Office/Microsoft 365, Outlook and Teams.
- Troubleshoot printers, scanners and basic hardware issues.
- Assist with password resets, account unlocks and basic access-related issues.
- Provide basic troubleshooting for VPN, Wi-Fi and network connectivity.
- Log, categorize, prioritize and update incidents in the ticketing system.
- Follow SOPs, knowledge-base articles and defined troubleshooting procedures.
- Resolve issues within agreed SLA wherever possible.
- Escalate unresolved or complex issues to L2/L3 teams with proper documentation.
- Keep users updated regarding ticket status and resolution.
- Maintain accurate records of incidents, troubleshooting steps and resolutions.
Required Skills
- 1–2 years of experience in IT Support, Desktop Support or Service Desk.
- Good knowledge of Windows 10/11.
- Basic knowledge of Microsoft 365, Outlook and MS Teams.
- Basic understanding of hardware and networking.
- Experience with IT ticketing/service management tools.
- Good troubleshooting and problem-solving skills.
- Good verbal and written communication skills.
- Customer-focused approach and ability to work within SLA.
- Willingness to work in rotational shifts, if required.
Qualification
- Graduate in IT, Computer Science or a related field preferred.
- IT certifications such as CompTIA A+, ITIL or Microsoft certifications would be an advantage.
Pay: £2,000.00-£2,500.00 per month
Application question(s):
- This job require"Travel to harrogate on every wednesday ". IT will be reimbursed on actuals if FE uses local transport. Are you comfotable for the same.
If FE uses own car, we will reimburse fuel at 35 cents per KM. FE travel time will also be reimbursed based on prorate calculations
Work Location: In person
