1st Line Service Desk Engineer

Job Title: 1st line IT Service Desk Engineer

Hours: 37.5 hours per week, Monday to Friday 08:00 – 16:00pm and every 6 weeks Monday to Friday 09:00 – 17:00pm

Location: Bolton (Hybrid)

Salary: £24,375.20 per annum

UK Applicants Only – Sponsorship Not Provided

JOB PURPOSE

Provide 1st line support services as part of a team of experienced engineers to assist with the company\’s progression. Investigate a range of technical issues across all areas of the business, providing fixes, escalating where necessary, and assisting the wider IT teams with their investigations. The key focus will be on supporting services in our large estate of offices, schools, and care homes. Although the role is flexible in relation to location, the post holder will be required to attend our key office in Bolton and be willing to travel to other sites as needed.

KEY ACCOUNTABILITIES

• Respond to and resolve incidents and service requests, providing regular updates to the end user.
• Escalate complex issues to the 2nd line support engineers or IT Service Desk Manager as needed.
• Serve as the first point of contact for all IT-related issues and requests.
• Log and document incidents, service requests, and resolutions accurately and in a timely manner.
• Assist users with basic troubleshooting for hardware, software, and network issues.
• Configure and maintain user accounts and permissions.
• Install and set up applications and software on user devices.
• Provide support for printers, both hardware and software.
• Configure devices such as laptops, mobile phones, and tablets.
• Support connectivity and hardware in remote sites.
• Assist in maintaining and updating the knowledge base, sharing knowledge across the service desk and wider IT team.
• Identify, recommend, and amend inefficient work tasks and processes to improve efficiency.

TECHNICAL SKILLS

• Basic experience with server environments (Windows) (preferred)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (preferred)
• Basic understanding of cloud-based solutions (Microsoft 365) (preferred)
• Basic understanding of virtualization (preferred)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)
• Ability to troubleshoot basic application issues (preferred)
• Basic knowledge of IT security and compliance (preferred)
• Experience in troubleshooting and supporting hardware and software for various devices (preferred)
• Understanding of Jamf and/or Microsoft Intune (preferred)
• 1 to 2 years’ experience in a 1st line support role within a technical support desk or similar environment (preferred).
• Holds or is working towards a professional qualification in IT or a related degree (preferred).
• Basic knowledge of desktop and server platforms (preferred).
• Understanding of ITIL framework (preferred).
• Basic understanding of IT infrastructure and technical diagnostic skills (essential).
• Strong customer service skills (essential).
• Experience in knowledge sharing and creating knowledge base articles (preferred).
• Broad technical knowledge of PCs/peripherals and their architecture (preferred).
• Working knowledge of current software packages and operating systems (essential).
• Experience with service desk products (preferred).
• Attention to detail, ability to follow processes, and take ownership of tasks or issues.
• Excellent communication, organisational, and interpersonal skills.
• Ability to learn, prioritise workload, and meet tight deadlines.
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically.
• Ability to diagnose faults in hardware/software/operating systems.
• Contributes to and supports team collaboration.
• Ability to work well with challenging customers and under pressure.

Experience and Skills

The role will be based at the head office (Bolton). The post holder will be expected to travel to school and office locations in the UK when required.

The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.

Why join Outcomes First Group?

Benefits

Your health and wellbeing are important to us, so you’ll get an exceptional reward package including:

• Life Assurance
• Pension scheme with options to increase your contributions
• “Your Wellbeing Matters” – access to a wide range of first-class mental health support services and physical health checks
• Family Growth Support – inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support.
• A wide range of health, wellbeing, and insurance benefits
• 100’s of discount options valid in the UK and abroad
• Electric Car Purchase Scheme
• Critical illness cover

We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS.