1st/2nd Line Support Engineer

1st / 2nd Line IT Support Engineer We’re working with a well-established organisation looking for a reliable and confident 1st/2nd Line IT Support Engineer to join their support function. The role is focused on providing practical IT support, taking calls, diagnosing hardware, software and connectivity issues, and ensuring the right information is captured for effective escalation. Key responsibilities: Act as the initial point of triage for IT issues Take calls and talk users through troubleshooting steps Diagnose common issues including printing, connectivity, hardware and software Ask the right questions to understand the problem and gather relevant information Ensure tickets contain clear and accurate details before escalation Identify when an issue needs to be escalated to the next level of support Work effectively in an environment where issues may not always follow a set script or process We’re looking for someone who: Has experience in a 1st/2nd Line IT Support or Service Desk environment Is confident communicating with users and talking them through technical problems Has good hardware and software troubleshooting skills Is naturally inquisitive and able to ask the right questions Is adaptable and comfortable working across different environments Is reliable, practical and confident dealing with a variety of IT issues Can produce clear, concise and useful ticket information for escalation Experience within Distribution or Retail environments would be beneficial 1st / 2nd Line IT Support Engineer Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive.it/privacy-notice/