1st/2nd Line Support Engineer

Salary: £50,000 - 70,000 per year

Requirements

• Minimum of 3 years of experience in a first line IT support role
• Solid understanding of desktop operating systems, hardware components, and peripheral devices
• Excellent verbal and written communication skills with a focus on clear, concise explanations
• Proven track record in delivering outstanding customer service and resolving issues promptly
• Ability to collaborate with team members and work independently when required
• Thrives in a fast-paced environment and demonstrates a proactive, flexible approach to problem-solving
• Quick learner who can grasp new technologies and processes effectively
• Ability to effectively prioritise tasks in a high-volume, dynamic environment using a service desk ticketing system
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent (preferred)
• Degree or diploma in Computer Science, Information Technology, or a related field is advantageous (preferred)

Responsibilities

• Provide first line technical support to end-users via phone, email, and remote assistance
• Diagnose and resolve technical issues related to hardware, software, and network connectivity
• Efficiently manage and prioritise support tickets on the service desk ticketing board, ensuring timely responses and resolutions in line with service level agreements (SLAs)
• Maintain accurate records of incidents, solutions, and user interactions in the ticketing system
• Collaborate effectively with colleagues and escalate complex issues to senior technicians when necessary
• Assist in training end-users on basic IT functions and best practices
• Assess incoming requests, prioritise workloads, and ensure that critical issues are addressed promptly while managing multiple tasks simultaneously

Technologies

• Hardware
• Support
• Network
• Excel

More

We are seeking a skilled First Line Technician based in Manchester, UK, in a fast-paced office setting with occasional on-site support visits. This full-time, permanent role offers a pay range of £23,000.00-£30,000.00 per year, with a Monday to Friday schedule and opportunities for overtime. We pride ourselves on exceptional customer service and are looking for a candidate who thrives in a dynamic environment and enjoys both teamwork and independent tasks.

last updated 15 week of 2026