At a Glance
- Tasks: Provide frontline IT support and resolve incidents for users across various platforms.
- Company: Join a dynamic team focused on innovative technology solutions.
- Benefits: Structured development plan, mentorship, and exposure to modern cloud technologies.
- Other info: Collaborate with global teams and enjoy a supportive work environment.
- Why this job: Kickstart your IT career with hands-on experience and growth opportunities.
- Qualifications: Experience in 1st/2nd line IT support and knowledge of Microsoft systems.
The predicted salary is between 45000 - 45000 £ per year.
Role Purpose: Provide frontline operational IT support across the office, warehouse and remote team. Ensuring incidents are logged correctly, triaged quickly, resolved where possible, and escalated with high‑quality evidence when required. The role acts as the first point of ownership for day‑to‑day IT operations with end users. You will work closely with the Group Technical & Transformation Team in Australia, escalating complex issues and progressively developing backend and systems capability over time.
Key Responsibilities
- First line incident management and triage: log and categorise incidents accurately across software, hardware, access and operational systems; perform initial diagnosis.
- Capture minimum required evidence upfront: screenshots, error messages, timestamps, affected users, order / case / transaction IDs and steps to reproduce.
- Maintain accurate and complete records in the service management system.
- Own daily intake triage: classify severity, route incidents correctly, reduce noise by closing duplicates, and ensure adherence to defined ticket resolution SLAs.
- Maintain a weekly “Top Recurring Issues” list to support trend analysis and continuous improvement.
- Provide hands‑on support for desktops, laptops, printers, mobile devices and peripherals login, access and basic connectivity issues, Microsoft 365 applications.
- Perform device swaps, peripheral replacements and basic troubleshooting.
- Validate day‑1 readiness for new starters and post‑deployment checks: Teams application access, connectivity and peripherals.
- Track repeat device issues and escalated trends.
- Provide first‑line support for Microsoft business systems, including basic Dynamics 365 CE / F&O user issues.
- Capture evidence clearly and raise confirmed system issues to Application Support.
- Support user issue capture during training and early rollout phases.
- Review and contribute updates to SOPs and knowledge articles.
- Work with third‑party vendors to procure end‑user devices, warehouse IT equipment and networking services within approved budgets.
- Coordinate ordering, delivery, replacement and returns for laptops, peripherals, printers and warehouse technology.
- Provide first‑line support and triage for external operational and carrier portals, capturing evidence for vendor escalation.
- Track repeat vendor issues and escalated trends to senior IT.
- Provide high‑quality escalation evidence to avoid churn between teams.
- Escalate confirmed system or backend issues to Application Support and the Group Technical & Transformation Team (Australia).
- Support SLA tracking with third‑party providers and raise breaches where appropriate.
- Participate in knowledge sharing, documentation and continual improvement initiatives.
Skills and Experience
- Essential
- Experience in a 1st / 2nd Line IT support role.
- ITIL v4 Foundation required.
- Basic exposure to Microsoft Dynamics 365 CE or F&O.
- Strong knowledge of Windows OS, Microsoft 365 applications, Power BI and endpoint troubleshooting.
- Good understanding of user access management and account provisioning.
- Familiarity with networking fundamentals (DNS, DHCP, VPN, LAN/WAN).
- Experience supporting office relocations or physical workplace setups.
- Excellent communication, documentation and problem‑solving skills.
- Full UK driving licence with access to a vehicle, enabling daily office attendance and periodic warehouse visits.
- Desirable (Training Provided)
- Microsoft 365 administration (Exchange, SharePoint, Teams, Intune).
- Genesys Cloud platform support.
- Softphone configuration and voice systems.
- EDI systems and integration flows.
- PowerShell scripting or automation experience.
- Experience with Azure AD and Microsoft security products.
Personal Attributes
- Curious, proactive and eager to learn about modern cloud and enterprise technologies.
- Calm under pressure with a customer‑focused mindset.
- Able to work independently but collaborate effectively with remote teams.
- Strong attention to detail and documentation habits.
What We Offer
- Structured development plan for enterprise systems including M365, D365, EDI and Genesys.
- Mentorship from senior architects and transformation specialists.
- Exposure to modern cloud technology and global operations.
- Clear pathway into advanced systems or higher‑tier support roles.
Please note you must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. We are not accepting applications from agencies for this position.
Locations
IT Support Engineer in Cheshire, Warrington employer: GWA Group Limited
As an IT Support Engineer, you will thrive in a dynamic work environment that prioritises employee growth and development. Our company offers a structured development plan, mentorship from experienced professionals, and exposure to cutting-edge technologies, all while fostering a collaborative and supportive culture. Located in a vibrant area, we provide a unique opportunity to engage with both office and warehouse teams, ensuring a diverse and rewarding work experience.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer in Cheshire, Warrington
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what GWA Group Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges GWA Group Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at GWA Group Limited!
✨Direct Apply to GWA Group Limited
Let's not forget to apply directly through the GWA Group Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Engineer in Cheshire, Warrington
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at GWA Group Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at GWA Group Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at GWA Group Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
