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 plans, mentorship, and exposure to modern cloud technologies.
- Other info: Collaborate with global teams and enhance your tech skills.
- Why this job: Kickstart your IT career with hands-on experience and growth opportunities.
- Qualifications: Experience in IT support and knowledge of Microsoft systems required.
The predicted salary is between 30000 - 40000 £ 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.
End‑User, Device & Workplace Support
- 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.
Business & Operational Systems (First Line)
- 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.
Third‑Party Vendor, Devices & Connectivity Support
- 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.
Escalation & Collaboration
- 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.
IT Support Engineer in 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 cloud technologies, all while fostering a collaborative and customer-focused culture. Located in a vibrant area, we provide meaningful opportunities for career advancement and a supportive atmosphere that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer in Warrington
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a mate to throw some common IT support questions your way. The more comfortable you are, the better you'll shine when it counts.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled tricky IT issues in the past. This will demonstrate your hands-on experience and make you stand out.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace IT Support Engineer in Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 1st and 2nd line IT support. We want to see how your skills match the role, so don’t be shy about showcasing your knowledge of Microsoft 365 and Windows OS!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re excited about the IT Support Engineer role and how your proactive attitude and problem-solving skills make you a perfect fit for our team.
Show Off Your Communication Skills:Since this role involves a lot of interaction with end users and remote teams, make sure your application reflects your excellent communication skills. Use clear and concise language to demonstrate your ability to document and escalate issues effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at GWA Group Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows OS, Microsoft 365 applications, and basic networking fundamentals. Be ready to discuss your experience with troubleshooting and support, as well as any specific incidents you've handled in previous roles.
✨Evidence is Key
Since the role involves capturing evidence for incidents, practice how you would document issues clearly. Bring examples of how you've logged incidents in the past, including screenshots or error messages, to demonstrate your attention to detail.
✨Show Your Problem-Solving Skills
Prepare to discuss specific challenges you've faced in IT support and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Be Ready to Collaborate
This role requires working closely with remote teams and third-party vendors. Think of examples where you've successfully collaborated with others, especially in a remote setting, and be prepared to share how you maintain effective communication.
