At a Glance
- Tasks: Provide top-notch IT support and enhance the end-user experience.
- Company: Join LIMA, a Great Place to Work™ with a focus on innovation.
- Benefits: Enjoy 25 days holiday, birthday leave, and healthcare from day one.
- Other info: Flexible hybrid role with excellent career growth opportunities.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience with Microsoft 365 and basic IT troubleshooting skills.
The predicted salary is between 33750 - 41250 £ per year.
Following a promotion, we are recruiting for a proactive and customer focused 1st Line Support Engineer to join our Service Desk team supporting the delivery of our On Demand Service Desk offering. This innovative service is designed to provide comprehensive IT support, combining reactive incident resolution with proactive change management. You'll play a key role in enhancing the end-user experience by supporting employees' onboarding, managing Microsoft 365 environments, and working in partnership with our customers’ internal IT teams.
This hybrid role follows a 07:00 – 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays.
Day to day responsibilities:
- Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
- Diagnose, troubleshoot, and resolve end-user issues in accordance with agreed Service Level Agreements (SLAs).
- Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration.
- Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates.
- Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions.
- Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency.
- Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution.
- Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.
Experience and Skills:
To be successful, you should have skills and knowledge of these technologies:
- Active Directory
- Office 365 Administration
- Microsoft Teams
- Group Policy
- Basic Network and Hardware issue diagnostics
- Anti-Virus and other end-user security systems
- Basic Service Desk procedures, such as New Starter Processes
It would be even better if you had experience working with the ITIL framework or knowledge of its principles.
About LIMA
At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. But we know that our success is powered by our people. We’re proud to be a Great Place to Work™ company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.
Benefits:
- Holidays: Time to relax with 25 days holiday (pro rata for part time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each year.
- Birthday Leave: An additional paid day to celebrate your birthday with family and friends.
- Healthcare: From day one you’ll have access to Medicash our healthcare cash back plan and after two continuous years of service have the option to join our private medical scheme.
- Professional Development: Access to ongoing training and development opportunities to help you grow in your career.
- Family Leave: Enhanced maternity, paternity and adoption pay after two continuous years service.
- Employee Assistance Program: Confidential counselling and support services to help you navigate life's challenges.
- Salary Sacrifices Schemes: To support you to save for retirement or purchase an electric car or bike.
- Team Building Events: Engage with your colleagues through team-building activities and events.
1st Line Support Engineer in Eccles employer: LIMA
LIMA in Salford is an excellent employer, offering a dynamic work environment where leadership and innovation thrive. With a strong focus on professional development and a comprehensive benefits package, employees are empowered to grow their skills while contributing to a high-performance culture that prioritises exceptional customer support.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Eccles
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LIMA. 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 LIMA 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 Engineer in Eccles
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 LIMA:Your cover letter is your chance to shine! Tell us why you want to work at LIMA 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 LIMA!
How to prepare for a job interview at LIMA
✨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.
