1st Line IT Support Engineer

Salary: £26,000 - 26,298 per year

Requirements:

• Previous experience in an IT support role and/or experience with IT ticketing systems
• General knowledge of service and application delivery, preferably with successful service level agreement accomplishments
• Understanding and preferably experience of ITIL processes and service delivery software is advantageous
• Good knowledge of IT technologies
• A good analytical mind, able to tackle a problem from different angles and make decisions quickly
• Excellent interpersonal skills and team-orientated
• Ability to conduct and direct research into IT issues and products as required
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed with keen attention to detail
• Evidence of analytical, evaluative, and problem-solving abilities
• Ability to effectively prioritise and execute tasks in a high-pressure environment is advantageous
• Strong customer service orientation

Responsibilities:

• Provide technical support in line with service level agreements (SLAs)
• Troubleshoot and resolve IT issues, escalating when necessary
• Maintain IT hardware, software, and asset management
• Ensure IT services are available during core operational hours
• Identify and suggest permanent solutions for recurring issues
• Monitor and maintain IT systems to improve performance
• Maintain accurate records of service tickets, incidents, and resolutions
• Ensure adherence to IT security policies and corporate procedures
• Manage IT documentation and ensure it remains up to date
• Be the first point of contact for IT-related queries
• Provide technical support to customers via phone, email, and in person
• Diagnose basic IT issues and escalate more complex problems

Technologies:

• Hardware
• Support
• ITIL
• LAN
• Network
• Security

More:

We have been driven since 2005 by a commitment to revolutionise the support we provide to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, with a focus on exceptional technical support and customer service across GDPR-compliant guest Wi-Fi, SD WAN networks, managed Wi-Fi/LAN infrastructure, broadband and leased lines, network security, PCI consultancy, and structured cabling. The role is based in our Head Office in Wigan, and you will also be required to work on site at our customers locations. Working hours are Monday to Friday on a shift basis between 7am and 6pm. Youll be joining a dynamic and passionate team with a collaborative work environment, a competitive compensation package, and the opportunity to make a real impact on our success. We offer an environment where you can be yourself, work closely with colleagues, and help deliver innovative ideas and impressive results for our customers.

last updated 38 week of 2026