Overview
We are seeking a dedicated and proactive 1st Line Support Engineer to join our dynamic IT support team. The successful candidate will be responsible for providing frontline technical assistance to users, resolving a wide range of hardware and software issues promptly and professionally. This role offers an excellent opportunity to develop your technical skills within a supportive environment, contributing to the smooth operation of our organisation’s IT infrastructure. The position is paid and suitable for individuals eager to grow their career in IT support.
Duties
- Respond promptly to incoming support requests via phone, email, or ticketing system, ensuring timely resolution of user issues.
- Troubleshoot and resolve common hardware, software, and network problems for end-users across various departments.
- Provide guidance and support on the use of organisational applications and systems, including operating systems, productivity tools, and specialised software.
- Escalate complex issues to higher-level support teams or external vendors when necessary, ensuring clear communication and documentation throughout the process.
- Maintain accurate records of support tickets, actions taken, and resolutions provided in the support management system.
- Assist with setting up new user accounts, hardware devices, and peripherals as required.
- Contribute to the creation and maintenance of user guides and FAQs to improve self-service support options.
- Participate in ongoing training sessions to stay updated with emerging technologies and organisational policies.
Experience
- Previous experience in a similar 1st Line Support or helpdesk role is desirable but not essential; training will be provided for suitable candidates eager to learn.
- Familiarity with common operating systems (Windows, macOS) and basic networking concepts is advantageous.
- Strong problem-solving skills with an organised approach to managing multiple support requests simultaneously.
- Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.
- A proactive attitude with a keen interest in developing a career within IT support environments.
- Relevant certifications such as CompTIA A+ or Microsoft Certified Fundamentals are beneficial but not mandatory.
This role is ideal for motivated individuals seeking an entry-level position in IT support that offers professional development opportunities within a collaborative team environment.
Pay: £24,420.00-£28,000.00 per year
Benefits:
- Casual dress
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Chester-le-Street DH2 1AQ: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Operations Desk: 3 years (preferred)
Work authorisation:
- United Kingdom (preferred)
Work Location: In person
