Job title: Rapid Response Engineer
Location: Role can be based from any of our Manchester, Leeds, Reading or Belfast locations (Remote working available)
Hours: Monday to Friday, 37.5 hours per week
Salary: Up to £26k + benefits

PERSON, SKILLS & EXPERIENCE:

• Proven experience in a 1st Line IT Support role or similar.
• Strong working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Basic Windows Server administration experience.
• Understanding of IT troubleshooting methodologies and best practices.
• Ability to manage multiple tasks efficiently in a high-pressure environment.
• Exceptional verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Strong customer service skills and a proactive approach to problem-solving.
• Empathy and patience when assisting users, ensuring they feel supported and understood.

DESIRABLE SKILLS:

• Knowledge of networking fundamentals (DNS, DHCP, VPN, etc.).
• Familiarity with remote desktop support tools and ticketing systems.
• Relevant IT certifications (e.g., Microsoft, CompTIA,).

SOFT SKILLS:

• Strong interpersonal skills with the ability to build rapport with users over the phone.
• Ability to remain calm and professional under pressure.
• Excellent problem-solving and analytical skills.
• A team player with a positive and proactive attitude.

FOCUS OF THE ROLE:

We are looking for a highly motivated and customer-focused Rapid Response Engineer to join our IT support team. In this fast-paced role, you will be the first point of contact for inbound support calls, assisting end-users in resolving technical issues efficiently. You will be responsible for logging tickets, troubleshooting problems, and triaging requests to the appropriate teams. This position requires a strong technical background, excellent communication skills, and the ability to provide a high level of customer service over the phone.

RESPONSIBILITIES:

• Act as the first point of contact for inbound IT support calls, ensuring a professional and helpful response to all users.
• Diagnose and resolve basic technical issues related to Microsoft 365, servers, and end-user devices.
• Log, categorise, and prioritize support tickets accurately in the IT service management system.
• Escalate complex issues to the correct POD in an appropriate time, ensuring detailed internal ticket notes are updated.
• Provide first-line troubleshooting and guidance to end-users, ensuring minimal disruption to their work.
• Maintain detailed documentation of issues, solutions, and troubleshooting steps.
• Follow established processes for ticket handling and service escalation.
• Contribute to the improvement of IT support processes and knowledge base documentation.