Overview
1st Line Support Analyst – Warrington HQ
Location: Birchwood, Warrington, Cheshire
Contract Type: Full-time, Permanent
Hours: 37.5 hours per week - 100% office based
Join Certas Energy – Powering People and Progress Across the UK
Are you a natural problem-solver who enjoys working with people and technology? Do you thrive in a fast-paced IT environment where no two days are the same? If so, we want to hear from you.
We’re looking for a 1st Line Support Analyst to join our IT team at our Warrington HQ. This is a key front-line role, providing technical support to end-users across the business — helping to keep our people and systems connected, efficient, and productive.
As the face of the IT service desk on-site, you\'ll handle a wide range of technical queries and issues — from password resets and software troubleshooting, to hardware support and user account management.
What You’ll Be Doing
1. Providing on-site IT support for business users and visitors, acting as the first point of contact for all technical issues
2. Logging all incidents, service requests, and changes accurately using Freshdesk ticketing system
3. Diagnosing and resolving 1st line issues — escalating complex queries to 2nd/3rd line teams as needed
4. Managing user accounts and permissions through Active Directory and Microsoft 365
5. Installing, configuring, and maintaining hardware such as PCs, laptops, printers, and mobile devices
6. Troubleshooting software and system issues in a Windows 11 environment
7. Supporting Office 365 applications: Exchange Online, SharePoint, OneDrive, and Teams
8. Performing daily system checks and routine administrative tasks
9. Keeping users updated with ticket progress and ensuring timely resolution in line with SLAs
10. Supporting the onboarding of new users – equipment setup, system access, and initial training
11. Maintaining a high level of customer service with a professional and patient approach
What We’re Looking For
We’re looking for someone who’s technically confident and thrives on helping others. The ideal candidate will have:
Technical Skills & Knowledge
* Good understanding of IT systems, networks, and troubleshooting techniques
* Solid hands-on experience with Windows 11 support and maintenance
* Strong skills in Microsoft Office and Microsoft 365 administration (Exchange, SharePoint, OneDrive)
* Active Directory user administration, group permissions, and account provisioning
* Familiarity with Freshdesk or similar service desk tools
* Basic networking knowledge (e.g., IP addressing, DNS, DHCP)
* Experience with PC builds, deployments, and troubleshooting
Personal Attributes
* Excellent communication and interpersonal skills
* Strong problem-solving mindset with a proactive, can-do attitude
* Ability to explain technical information clearly to non-technical users
* Great time management and task prioritisation
* Calm, empathetic, and professional under pressure
* Team player with a desire to learn and support others
What’s In It For You?
When you join Certas Energy, you\'re joining a business that invests in its people. You’ll benefit from:
* Competitive pay
* Discounts and offers via Certas Group Scheme
* Flexible Buy, Sell, or Carry Holiday scheme
* Life assurance
* Pension contributions
* Access to learning and development pathways for career progression
* A supportive team culture and a chance to make a real impact in the organisation
About Certas Energy
We are the UK’s largest independent distributor of fuels and lubricants, with:
* Over 130 depots, 900 tankers, and 3000 colleagues
* A national network of 2,000+ fuel card locations
* Trusted service to both businesses and households across the UK
Certas Energy is driving innovation in cleaner fuels and energy solutions while maintaining a strong commitment to safety, compliance, and customer care.
Our values, including Safety F1rst and Doing the Right Thing, guide everything we do. With a strong focus on development and internal progression, we\u2019re committed to supporting you every step of the way.
Equal Opportunities Statement
We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from candidates who meet the minimum required job role criteria, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
We actively promote equal opportunities and are dedicated to ensuring that our recruitment, selection, training, and promotion decisions are made based on qualifications, and experience only.
If you require any reasonable adjustments to support your application or to attend an interview, if shortlisted, please let us know and we will be happy to assist.
For further information please email recruitment@certasenergy@co.uk
#J-18808-Ljbffr