1ST LINE SUPPORT ENGINEER

Are you a tech-savvy individual with strong communication skills, looking to build your career in IT support? Join our team as a 1st Line Support Engineer and provide essential technical assistance to clients while growing your expertise in a dynamic environment.

IN ORDER TO SET YOU UP FOR SUCCESS WE ARE LOOKING FOR THE FOLLOWING SKILLS AND EXPERIENCE:

• Experience in a Customer Service/Helpdesk/Service Desk role.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and IT Service Management (ITSM) tools.
• Knowledge of Cisco routers and Draytek. Ability to access and diagnose MPLS and router faults.
• Competency demonstrated in supporting products and services such as Managed and Wholesale DSL, FTTC, EFM, EAD, EoFTTC.
• Perform Openreach Co-op calls and escalation management.
• Understanding of ITIL frameworks
• Excellent communication skills in English, both written and verbal.
• Strong organisational skills and the ability to work under tight deadlines.

ABOUT US

Comms-care, part of the Ingram Micro Group, is a multi-award winning, channel only, leading IT Service Provider supporting customers across the UK & Ireland. Our HQ is situated on Cheshire Business Park in Lostock Gralam and is usually a hive of activity providing excellent service to our customers.

As a 1st Line Support Engineer, you will be the first point of contact for our clients, handling technical issues, troubleshooting, and resolving incidents. This role involves triaging issues and escalating more complex problems to the 2nd and 3rd Line Support teams, vendors and third parties when necessary. You’ll be key in ensuring our clients receive prompt, effective service, all while working in a supportive, local team environment.