1st line Support Engineer
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
1. Good understanding of ITIL processes (Incident, Problem, Change Management); ITIL certification beneficial
2. Strong customer support and communication skills, with ability to manage stakeholders and provide clear updates
3. Proven problem-solving and teamwork abilities, with a proactive and adaptable approach
4. Exposure to Windows environments, Office 365, Active ...