1st Line Support Engineer – Stowmarket

By Chris Devonshire | 3rd July 2023

If you are an IT Support Engineer looking to get started in IT or looking to take your career to the next level, we would love to hear from you.

Purpose of the Role/Role Overview:

Reporting to the Group ICT Service Delivery Manager you will provide ‘first line’ technical support to Group ICT users, located across several sites.  Candidates will be required to log and manage incoming calls through to resolution.  The role is predominantly office based but may from time to time require traveling to other Group sites.  You will be using ICT System continuously and the role will involve communication via telephone, 1-1 contact and email.

Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service.  Candidates are required to have high levels of concentration and work efficiently and professionally under pressure.  The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

Service Delivery/Operations

  • Understand and promote the ITIL framework in the daily role of service operations. Incident management will be of paramount importance as will the other service components of ITIL.
  • Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
  • Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined by the Group ICT Service Delivery Manager.
  • Providing technical advice to customers and team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
  • Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.
  • Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.

If you are interested in this position, please apply and I will be in touch. Please note you must have a driving licence.