1st Line Support Engineer

1st Line Support Engineer
Chorley (Fully Officed Based)
£20,000 - £25,000 + Excellent Benefits

Are you passionate about delivering exceptional IT support and providing efficient solutions? We are currently seeking a dedicated and customer-oriented 1st Line Support Engineer to join our dynamic team. In this role, you will play a crucial part in ensuring smooth IT operations, resolving technical issues, and providing excellent customer service.
Responsibilities.

Job Role

• Serve as the primary point of contact for all IT-related issues and requests, triaging and prioritizing them based on urgency and impact on the business
• Provide exceptional customer service and promptly respond to user inquiries via various channels, including phone, email, and chat
• Perform initial troubleshooting and provide technical support for hardware, software, and network-related problems
• Identify, document, and escalate complex issues to the appropriate IT teams, ensuring timely resolution and effective communication with users
• Maintain accurate records of incidents and service requests in the ticketing system, ensuring proper documentation and adherence to service level agreements
• Assist with IT administrative tasks, including user account management, new user set-up, password reset, and software license tracking
• Collaborate with other IT teams to facilitate the smooth delivery of IT services and effective problem resolution
• Stay updated with the latest technologies and industry trends to continuously improve technical skills and provide up-to-date support to users

Qualifications:

• Previous experience in an IT administration or IT support role with a strong customer service focus
• Familiarity with IT triage methodologies and the ability to prioritize and escalate issues based on urgency and impact
• Proficiency in using IT service management tools and ticketing systems
• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues efficiently
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users effectively
• Exceptional organizational skills and the ability to manage multiple tasks and priorities in a fast-paced environment
• A positive attitude, patience, and a genuine passion for providing outstanding customer service