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Location: Greater Manchester, England Salary: £23000 - £30000 per annum + benefits
Sector: IT Type: Permanent
Contact: Chris Taylor

1st & 2nd Line IT Support Engineer

As 1st & 2nd Line Support Engineer you will provide technical support to all IT users based at the site. You will be responsible for analysis, diagnosis and resolution of IT problems ranging from straightforward to more complex technical issues.


  • Provision of 1st and 2nd line support and troubleshooting of IT-related problems eg, in-house software to hardware such as, Laptops, PCs, Mobile devices, VOIP phones, Servers and Printers
  • Troubleshooting basic network issues eg, connectivity
  • IT Admin
  • Delivering basic in-house training for Office 365 applications
  • Publishing support documentation to assist staff with requests for information provide staff training if required
  • Producing internal IT documentation for DR
  • Building and configuring Laptops and Desktops from a network image using SCCM
  • Basic Active Directory administration including creating user accounts, resetting passwords etc.
  • Receiving, logging and managing calls from internal staff via telephone, email and the service desk (OTRS)
  • Maintaining an Asset Database, add asset tags to machines and track changes
  • Escalating unresolved or complex calls to the System Administrators, Business Systems or Vendor


  • Excellent communication skills - verbal and in writing
  • Minimum 2 years' IT Service Desk and/or IT Support experience required
  • MCP certification Windows 10, CompTIA A+ or similar
  • Strong troubleshooting skills from software to hardware including but not limited to; laptops, PCs, photocopiers, multifunctional printers, AV equipment
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, Server 2012/2016 and Office 365
  • Ability to troubleshoot network issues and have a good understanding of routers, switches, WAP's, DHCP, DNS, TCP/IP, Firewalls, WAN, LAN, NAS and VOIP Telephony