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1st Line Support Engineer

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Job Description

Our client, a highly respected Stockport employer, is looking for a new member of their technical support team due to recent promotions.  The role will be to triage IT Support requests from internal members of staff and either providing a fix straight away or logging the details on their IT Support System and assigning it to the 2nd/3rd line team.  Such is the nature of this employer, the ability to provide an exceptional level of customer service to staff members is paramount.  Duties shall include: –

Responding to all IT Support requests, via phone, face to face, email and their support ticket system
Providing 1st line fixes and escalating tickets to more senior engineers where necessary
Acting as 1st point of contact for support queries and keeping users informed of progress or timescales for a longer fix time
Ensuring their IT Support ticketing system is kept up to date
Liaising with external IT Suppliers where necessary where the issue can’t be resolved locally

In terms of the tech stack, they use Google Workspace, Windows PCs and a variety of internal systems (CRM, ERP, etc).  Rather than a specific level of competence in individual technical areas, they are looking for someone with the ability to learn their systems quickly with a broad understanding of IT Support.

In addition to 1st line duties, they will encourage you to get involved with more complex technical issues at 2nd line level over time.  You will also be introduced to project work which will provide diversity in the job – this could be software testing / bug reporting, new systems implementation, etc – it is a busy IT department, and they will try to align the project work around your interests and skills. 

The ability to learn on an ongoing basis is paramount for this role, as well as having a strong sense of problem ownership and commitment to customer service.  If you are looking for a role where you will feel valued, learn a lot and be giving the opportunity to progress in your career and personal development, this could be a great fit.

To apply, please submit your CV by clicking on the relevant links. If successful, you will be contacted by one of our consultants within 3 working days. Unfortunately, due to the volume of applications we expect to receive for this 1st Line Support Engineer role, if you do not hear from us within this time, you should presume your application has been unsuccessful on this occasion.

Grassroots Recruitment is acting as a recruitment agency and a recruitment business in respect of this 1st Line Support Engineer vacancy. Grassroots Recruitment is an equal opportunities employer and recruiter. We welcome applications from all sections of the community, regardless of age, race, sex, sexual orientation, marital status, religion or disability

Job Summary

Stockport Location
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