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- Tasks: Provide first-line technical support for hardware, software, and network issues.
- Company: Wren Kitchens is a leading kitchen retailer with over 100 showrooms and a top workplace award.
- Benefits: Enjoy hybrid working, personal training budgets, social events, and discounts after one year.
- Why this job: Join a dynamic global team with excellent career growth and a customer-focused culture.
- Qualifications: Strong troubleshooting skills, effective communication, and relevant IT certifications preferred.
- Other info: Free onsite gym access and a quarterly bonus scheme are included!
The predicted salary is between 24000 - 36000 ÂŁ per year.
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About The Role
We are looking for a skilled, customer‑focused 1st Line IT Engineer to provide first‑line technical support for hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction.
Strong problem‑solving skills, effective communication, and a passion for technology are essential.
The ideal candidate can handle complex technical issues, manage escalations, and collaborate with IT teams to align service desk operations with business needs. This role offers excellent career growth opportunities within a dynamic global team.
This is a hybrid position based in Barton‑Upon‑Humber.
Main responsibilities
- Respond to and resolve service desk tickets promptly, following SLAs.
- Provide first‑line support for hardware, software, and network issues.
- Document issues and resolutions to build a knowledge base.
- Ensure customer satisfaction through clear communication and updates.
- Help improve self‑service portals and knowledge bases for users.
- Collaborate with IT teams to ensure smooth issue resolution.
- Escalate critical issues when necessary.
- Participate in training to enhance technical skills.
- Monitor and improve personal ticket resolution times.
- Suggest process improvements based on user feedback.
What Wren Offer
- Hybrid working with equipment provided
- Personalised progression plan with clear career opportunities
- Individual training budget for personal development
- Employee assistance programme
- Regular social events
- Staff discount on purchasing a kitchen after 1 year of continuous employment!
- Free annual eye tests as well as a contribution to new glasses
- Refer a Friend Scheme with the chance to earn up to ÂŁ1500 for each referral
- Quarterly bonus scheme
- Free access to our onsite gym
- Subsidised meals in our two fantastic restaurants
- Free onsite parking
Desired Skills and Knowledge
- Proven ability to resolve customer issues professionally across phone, email, and in‑person channels, delivering a positive user experience.
- Solid troubleshooting skills across hardware (desktops, laptops, printers) and software (Windows, macOS, Microsoft 365), with knowledge of Active Directory for user and security management.
- Strong communication skills, able to explain technical issues to non‑technical users and collaborate effectively with IT teams, escalating issues when appropriate.
- Customer‑focused mindset with a dependable approach to meeting SLAs and response times, while efficiently managing and prioritising multiple tasks.
- Experience with Jira and remote/hybrid work environments is desirable; familiarity with self‑service portals and continuous improvement methodologies (e.g., Lean, Six Sigma) is a plus.
- Relevant IT certifications (e.g., ITIL, Microsoft) are preferred.
About The Company
Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work! This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!
Referrals increase your chances of interviewing at Wren Kitchens by 2x.
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1st Line IT Engineer employer: Wren Kitchens
Contact Detail:
Wren Kitchens Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Engineer
✨Tip Number 1
Familiarise yourself with common troubleshooting techniques for hardware and software issues. Being able to demonstrate your problem-solving skills during the interview will show that you can handle the technical challenges of the role.
✨Tip Number 2
Brush up on your communication skills, especially in explaining technical concepts to non-technical users. This is crucial for a 1st Line IT Engineer, as you'll need to ensure customer satisfaction through clear and effective communication.
✨Tip Number 3
Gain some familiarity with tools like Jira and self-service portals. Mentioning your experience with these tools can set you apart from other candidates and show that you're ready to hit the ground running.
✨Tip Number 4
Research Wren Kitchens and their company culture. Understanding their values and mission can help you tailor your responses in the interview, demonstrating that you're not just a fit for the role, but also for the team.
We think you need these skills to ace 1st Line IT Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a 1st Line IT Engineer. Familiarise yourself with the skills required, such as troubleshooting hardware and software issues, and ensure you can demonstrate these in your application.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job description. Emphasise your problem-solving abilities, communication skills, and any experience with tools like Jira or knowledge of Active Directory.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've resolved technical issues in the past and how you can contribute to maintaining high user satisfaction.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Wren Kitchens
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved hardware and software issues in the past. Highlight your problem-solving process and any tools you used, such as Jira, to manage tickets.
✨Communicate Clearly
Since this role involves explaining technical issues to non-technical users, practice articulating complex concepts in simple terms. This will demonstrate your strong communication skills and customer-focused mindset.
✨Demonstrate Your Passion for Technology
Share your enthusiasm for technology and continuous learning. Mention any relevant IT certifications you hold or training you've undertaken, as well as your interest in keeping up with industry trends.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific situations, such as managing escalations or improving service desk operations. Think about your past experiences and how they align with the responsibilities outlined in the job description.
