1st Line Engineer

Technical Support Analyst (1st Line) - St Helens - Full time in office

Job Description

This position would be ideal for someone with 1+ years of first-line Service Desk experience, looking to work in a supportive environment. You will have a desire to learn, exceptional problem-solving abilities and have a customer-focused mindset.

Key Responsibilities

• Respond to technical support inquiries

• Troubleshoot and resolve technical issues

• Escalate complex issues to 2nd / 3rd line teams when necessary.

• Maintain detailed documentation of support tickets and resolutions.

• Provide training and support to customers on software and hardware usage.

• Understand, adhere to, and promote IT security best practices.

• Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests.

• Perform your tasks in support of data and information security.

• Support objectives as defined in the company’s information security policy

Competencies

• Broad and up to date technical knowledge of key vendor products (Microsoft)

• Understanding of ITIL

• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.

• Strong attention to detail in logging/updating support tickets and technical documentation.

• Excellent customer service skills & problem-solving skills

• Flexible and adaptable as the business demands

• A interest in technology.

• Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment

Professional Qualifications

• ITIL certification desirable

• Industry certifications (e.g., Microsoft Certified, VMWare Certified) are a plus.

This position will be in office 5 days a week, Monday - Friday, therefore we are looking to speak with people within a 30 minute commute from St Helens. (Drivers license is desirable)

Over time may be required.

Technical Support Analyst (1st Line) - St Helens - Full time in office