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- Tasks: Provide top-notch IT support and enhance user experience in a dynamic environment.
- Company: Join LIMA, a forward-thinking IT services company with a collaborative spirit.
- Benefits: Enjoy 25 days holiday, healthcare cash-back, and birthday leave.
- Why this job: Be part of an innovative team and make a real difference in IT support.
- Qualifications: Experience with Microsoft 365, Active Directory, and customer service skills required.
- Other info: Flexible hybrid working with great career development opportunities.
The predicted salary is between 28800 - 43200 £ per year.
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 will 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, you will:
- 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.
To succeed in this role, you should have experience with Active Directory, Office 365 administration, Microsoft Intune, Microsoft Teams, Group Policy, and basic network and hardware diagnostics. Knowledge of anti-virus tools, end-user security, and Service Desk procedures, like new starter processes, is also important. Familiarity with the ITIL framework or its principles is a strong advantage.
Benefits include:
- 25 days’ holiday (pro rata for part-time employees), plus bank holidays.
- An additional paid day to celebrate your birthday.
- Life assurance coverage at 4 times your annual salary.
- Access to Medicash, our healthcare cash-back plan, and after two continuous years of service, the option to join our private medical scheme.
- Access to ongoing training and development opportunities.
- Enhanced maternity, paternity and adoption pay after two continuous years of service.
- Confidential counselling and support services.
- Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike.
- Engage with your colleagues through team-building activities and events.
1st Line Support Engineer in Salford employer: LIMA
Contact Detail:
LIMA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer in Salford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on LIMA. Understand their values, culture, and the specifics of the On Demand Service Desk offering. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with first-line support queries, brush up on your diagnostic techniques. Think about common issues you might face with Microsoft 365 or hardware deployments, and be ready to discuss how you'd resolve them.
✨Tip Number 3
Show off your customer service skills! LIMA is looking for someone who can deliver exceptional service. Prepare examples from your past experiences where you went above and beyond to help a customer or resolve an issue. This will highlight your proactive approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we often have exclusive features and tips available there to help you stand out in the hiring process.
We think you need these skills to ace 1st Line Support Engineer in Salford
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 Active Directory, Office 365, and any relevant ITIL knowledge. 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 providing exceptional customer service and how you can enhance the end-user experience. Let us know what makes you the perfect fit for our team.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've diagnosed and resolved issues in the past. We love seeing candidates who can think on their feet and tackle challenges head-on, 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 don’t miss out on any important updates. Plus, we can't wait to hear from you!
How to prepare for a job interview at LIMA
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Active Directory, Office 365, and Microsoft Intune. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Show Off Your Customer Service Skills
Since this role is all about enhancing the end-user experience, be prepared to share examples of how you've delivered exceptional customer service in previous positions. Think of specific situations where you resolved issues quickly and effectively, and how you maintained positive relationships with clients.
✨Familiarise Yourself with ITIL Principles
Understanding the ITIL framework can give you a leg up in the interview. Brush up on its principles and be ready to discuss how they apply to service desk operations. This shows that you’re not only technically savvy but also understand best practices in IT service management.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the tools they use, and their approach to onboarding new employees. This demonstrates your genuine interest in the role and helps you assess if it's the right fit for you.
