1st Line Support Engineer

Following a promotion, we are recruiting for a proactive and customer focused 1st Line Support Engineer to join our Service Desk team supporting the delivery of our On Demand Service Desk offering. This innovative service is designed to provide comprehensive IT support, combining reactive incident resolution with proactive change management. You'll play a key role in enhancing the end-user experience by supporting employees' onboarding, managing Microsoft 365 environments, and working in partnership with our customers’ internal IT teams.

This hybrid role follows a 07:00 – 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays. Day to day responsibilities:
Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution. Diagnose, troubleshoot, and resolve end-user issues in accordance with agreed Service Level Agreements (SLAs). Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration. Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates.

Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions. Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency. Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution. Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.

Experience and Skills:

To be successful, you should have skills and knowledge of these technologies:
Active Directory Office 365 Administration Microsoft Intune Microsoft Teams Group Policy Basic Network and Hardware issue diagnostics Anti-Virus and other end-user security systems Basic Service Desk procedures, such as New Starter Processes It would be even better if you had experience working with the ITIL framework or knowledge of its principles. About LIMA At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth.

But we know that our success is powered by our people. We’re proud to be a Great Place to Work company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.

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