We're working with a well-established organisation looking for a reliable and confident 1st/2nd Line IT Support Engineer to join their support function.
The role is focused on providing practical IT support, taking calls, diagnosing hardware, software and connectivity issues, and ensuring the right information is captured for effective escalation.
Key responsibilities:
Act as the initial point of triage for IT issues
Take calls and talk users through troubleshooting steps
Diagnose common issues including printing, connectivity, hardware and software
Ask the right questions to understand the problem and gather relevant information
Ensure tickets contain clear and accurate details before escalation
Identify when an issue needs to be escalated to the next level of support
Work effectively in an environment where issues may not always follow a set script or process
We're looking for someone who:
Has experience in a 1st/2nd Line IT Support or Service Desk environment
Is confident communicating with users and talking them through technical problems
Has good hardware and software troubleshooting skills
Is naturally inquisitive and able to ask the right questions
Is adaptable and comfortable working across different environments
Is reliable, practical and confident dealing with a variety of IT issues
Can produce clear, concise and useful ticket information for escalation
Experience within Distribution or Retail environments would be beneficial
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