IT Support Engineer - 1st​/2nd Line

Job Title:

IT Support Engineer – 1st / 2nd Line

Contract Type: 6 months fixed-term (potential to be extended / role becomes permanent)

Employment Type: Full-Time (37.5 hours per week)

Location: Bury / Manchester

Our client is seeking a hands‑on, customer‑focused IT Support person to provide 1st and 2nd line support across the business. They are a leading expert in their field and offer an exceptional service UK wide.

This role is primarily onsite and involves a mix of service desk, desk‑side, remote, and face‑to‑face support, ensuring users at all levels receive a high‑quality, responsive IT service. You will play a key role in maintaining operational stability while supporting ongoing improvements and projects across the IT estate.

• Provide 1st and 2nd line IT support to internal users via desk‑side, remote, and face‑to‑face engagement
• Log, prioritise, and resolve incidents and service requests in line with agreed SLAs
• Deliver proactive floor‑walking support, assisting users across offices and meeting spaces
• Troubleshoot issues across:
  • Laptops, desktops, and mobile devices
  • Printers and meeting room technology
  • Business‑critical applications
• Support and administer:
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Active Directory / user account management
  • Windows 10/11 environments
• Assist with:
  • New starter onboarding and leaver processes
  • Device builds, deployments, and lifecycle management
  • IT asset tracking and documentation
• Escalate complex issues to 3rd line or external partners where required
• Maintain accurate ticket updates, documentation, and knowledge base articles

Contribute to continuous improvement of IT support processes and user experience.

• Proven experience in a 1st/2nd line IT Support, Service Desk, or Desktop Support role
• Strong experience delivering remote and onsite, face‑to‑face user support
• Solid technical knowledge of:
  • Windows 10/11
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Active Directory / user administration
  • Basic networking (DNS, DHCP, TCP/IP, VPN)
• Experience with ticketing tools (e.g. Service Now, Jira, or similar)
• Excellent troubleshooting and problem‑solving skills
• Strong communication and stakeholder engagement skills
• Ability to manage and prioritise workload in a fast‑paced environment

• Experience in a multi‑site or fast‑paced operational business
• Exposure to IT projects (rollouts, migrations, upgrades)
• Knowledge of ITIL practices
• Full UK driving licence

• A practical, hands‑on support engineer who is comfortable working directly with users
• Someone who takes ownership of issues and sees them through to resolution
• A strong communicator who can support both technical and non‑technical stakeholders
• A proactive individual who identifies opportunities for improvement

Planet Recruitment is an Equal Opportunities Employer.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.