At a Glance
- Tasks: Provide top-notch IT support and troubleshoot issues for customers via phone, email, and in person.
- Company: Join Evolve, a dynamic tech company revolutionising support for multi-site brands.
- Benefits: Competitive pay, collaborative culture, and opportunities to make a real impact.
- Other info: Work in a vibrant environment with great career growth potential.
- Why this job: Be the first point of contact for IT queries and help solve real problems.
- Qualifications: Experience in IT support and knowledge of ticketing systems preferred.
The predicted salary is between 40000 - 45000 £ per year.
Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi‑Fi, SD WAN Networks, Managed Wi‑Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.
As a 1st Line IT Support Engineer, you will be the first point of contact for IT related queries. You will provide technical support to customers via phone, email and in person. You will diagnose basic IT issues, escalate more complex problems and ensure customers receive a high level of service. The role is based in our Head office in Wigan and you will also be required to work onsite in our customers' locations. The working hours are Monday – Friday on a shift basis between the hours of 7am & 6pm.
Key Accountabilities
- Provide technical support in line with Service Level Agreements (SLAs).
- Troubleshoot and resolve IT issues, escalating when necessary.
- Maintain IT hardware, software, and asset management.
- Ensure IT services are available during core operational hours.
- Identify and suggest permanent solutions for recurring issues.
- Monitor and maintain IT systems to improve performance.
- Maintain accurate records of service tickets, incidents, and resolutions.
- Ensure adherence to IT security policies and corporate procedures.
- Manage IT documentation and ensure it remains up to date.
About you
- Previous experience in an IT support role and/or experience with IT ticketing systems.
- General knowledge of service and application delivery, preferably with successful service level agreement accomplishments.
- Understanding and preferable experience of ITIL processes and service delivery software is advantageous.
- Good knowledge of IT technologies.
- A good analytical mind, able to tackle a problem from different angles and make decisions quickly.
- Excellent interpersonal skills. Team oriented.
- Ability to conduct and direct research into IT issues and products as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Evidence potential for analytical, evaluative, and problem-solving abilities.
- The ability to effectively prioritise and execute tasks in a high-pressure environment is advantageous.
- Strong customer service orientation.
Why Evolve?
At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success. We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.
Evolve is an Equal Opportunity Employer. All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.
1st Line Support IT Engineer in Wigan employer: Evolve BG Ltd
Evolve is an exceptional employer that fosters a collaborative and dynamic work culture, where your contributions truly matter. Located in Wigan, we offer a competitive compensation package alongside ample opportunities for professional growth and development, ensuring you can thrive in your role as a 1st Line Support IT Engineer. Join us to be part of a passionate team dedicated to revolutionising IT support for multi-site brands, while enjoying a supportive environment that encourages innovation and personal expression.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support IT Engineer in Wigan
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Evolve BG Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Evolve BG Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support IT Engineer in Wigan
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Evolve BG Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Evolve BG Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Evolve BG Ltd!
How to prepare for a job interview at Evolve BG Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
