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- Tasks: Be the first point of contact for IT support and manage service requests.
- Company: Join a leading provider of high-security ICT services for defence and government sectors.
- Benefits: Competitive salary up to £28,000, with opportunities for personal growth.
- Other info: Dynamic team environment with a focus on professional development.
- Why this job: Make a difference in critical projects while developing your IT skills.
- Qualifications: Understanding of ITIL processes and strong customer support skills required.
The predicted salary is between 28000 - 28000 £ per year.
Stoke-on-Trent, UK
up to £28,000 pa DOE
Active SC Clearance required
iO Associates is looking for a 1st line Support Engineer to join a specialist provider of fully managed, high-security ICT services supporting the defence, security, and government sectors in complex, regulated environments. The ideal candidate will be responsible for supporting ITIL functions within service desk teams.
Key Responsibilities
- Act as the first point of contact, managing incoming calls, incidents, and service requests via the portal
- Log, track, and manage incidents using ITSM tools, ensuring accurate documentation and timely updates in line with SLAs
- Escalate issues to appropriate teams and line management, ensuring high-priority cases are handled effectively
- Maintain strong customer relationships, contribute to knowledge base improvements, and support daily service desk operations
Key Skills & Experience
- Good understanding of ITIL processes (Incident, Problem, Change Management); ITIL certification beneficial
- Strong customer support and communication skills, with ability to manage stakeholders and provide clear updates
- Proven problem-solving and teamwork abilities, with a proactive and adaptable approach
- Exposure to Windows environments, Office 365, Active Directory, VMware, and general IT support; relevant IT qualifications desirable
This is an excellent opportunity to work on amazing defence, government, etc. projects and a team that encourages and facilitates personal growth.
PS: The Company can’t provide any sponsorship, so only candidates with the existing right to work in the UK will be considered for this role.
1st Line Support Engineer employer: IO Associates
Contact Detail:
IO Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research common questions for 1st Line Support roles and practice your answers. We recommend using the STAR method to structure your responses – it’ll help you shine!
✨Tip Number 3
Show off your skills! If you’ve got any relevant projects or experiences, don’t hesitate to discuss them during interviews. We love seeing how you’ve tackled real-world problems, especially in IT support.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate candidates who want to grow with us in the defence and government sectors.
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Support Engineer role. Highlight your experience with ITIL processes and any relevant IT qualifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting defence and government sectors. Let us know how your customer support skills can make a difference in our team.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled IT issues in the past. We love seeing candidates who can think on their feet and adapt to challenges, so don't hold back!
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 this exciting opportunity. We can't wait to hear from you!
How to prepare for a job interview at IO Associates
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL processes, especially Incident, Problem, and Change Management. Being able to discuss these concepts confidently will show that you understand the framework and can apply it in a real-world setting.
✨Show Off Your Customer Support Skills
Prepare examples of how you've successfully managed customer interactions in the past. Highlight your communication skills and how you've kept stakeholders informed during incidents. This will demonstrate your ability to maintain strong customer relationships.
✨Be Ready to Solve Problems
Think of specific instances where you've tackled technical issues or escalated problems effectively. The interviewers will want to see your problem-solving abilities in action, so come armed with stories that showcase your proactive approach.
✨Familiarise Yourself with Relevant Technologies
Get comfortable discussing Windows environments, Office 365, Active Directory, and VMware. If you have any relevant IT qualifications, be sure to mention them. Showing that you're knowledgeable about the tools they'll use will give you an edge.