Job Description:

IT Support Engineer (1st Line) - Gloucester

This is an exciting IT Support Engineer role with a progressive company based in the Gloucester area.

Once settled into the team, you'll have genuine, supported pathways to progress into:

• 2nd and 3rd line support
• Cyber Security, working towards NCSC Cyber Advisor or Cyber Essentials Assessor status, with early exposure to triaging security alerts from the Security Operations Centre
• AI and Automation, a newly established department that 1st line engineers are ideally placed to feed into, given their frontline view of recurring issues and improvement opportunities
• Project delivery, for those who want exposure to wider technology projects

The Role

As IT Support Engineer, you will provide high-quality 1st line remote support to clients, taking ownership of incidents and service requests from initial contact through to resolution. The IT Support Engineer will play an active part in helping the service desk move from reactive break/fix support to a more proactive model, spotting trends, reducing repeat issues and contributing to continual service improvement.

Key responsibilities include:

• Providing professional, first-line remote support across a broad client base
• Taking ownership of tickets from logging through to resolution, keeping users informed throughout
• Triaging, categorising and prioritising tickets based on impact, urgency and SLA requirements
• Investigating and resolving desktop, Microsoft 365, connectivity, access and device related issues
• Applying a logical, structured troubleshooting approach and escalating appropriately when needed
• Identifying recurring issues and contributing ideas to proactive problem management
• Creating and maintaining knowledge base articles to improve first-time fix rates
• Building strong working relationships with client contacts and internal teams

Essential:

• Experience supporting Windows desktop environments
• Experience supporting Apple/macOS desktop environments would be beneficial
• Microsoft 365 administration and troubleshooting experience, including Exchange Online
• Basic networking knowledge (LAN, WAN, wireless, firewall concepts)
• Experience using ticketing systems or PSA tools
• Strong written and verbal communication skills
• A logical, structured approach to troubleshooting
• Previous 1st Line Technical support experience

Desirable:

• Familiarity with remote monitoring and management (RMM) tools
• Awareness of Microsoft Intune or similar endpoint management tools
• Experience with Cisco Meraki or similar cloud-managed network technologies
• Awareness of ITIL best practice
• Interest and knowledge of Cyber Security of AI and Automation

If you're ready to build a long-term career with a company that actually delivers on progression then please get in touch.

This is a hybrid role with two days a week minimum in the office in Gloucester.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.