Salary: £23,000 - 49,000 per year Requirements: We require clear and professional communication with users and stakeholders. We require accurate logging, updating, and management of ITSM tickets. We require basic troubleshooting of hardware, software, and connectivity issues. We require experience supporting user account setup, access management, and data accuracy checks. We require the ability to prioritise and manage multiple requests in a high-volume environment. We require the ability to identify recurring issues and support trend analysis. We require experience supporting user onboarding and access requests. We require collaboration with technical teams and participation in UAT activities. We require confidence using Microsoft 365, including Outlook, Word, and Excel. We require confidence using Windows operating systems. Familiarity with ITSM tools such as Freshservice and modern web browsers is desirable. Responsibilities: We provide first-line support for internal and external users of bespoke systems and client-facing portals. We log, track, and escalate incidents using ITSM tools. We resolve issues within SLA targets and work to maintain strong customer satisfaction. We increase first contact resolution by handling basic technical issues effectively. We manage user accounts and access permissions. We support basic IT setup, including devices, peripherals, and connectivity. We maintain high standards of data quality across systems. We determine when escalation is required and ensure issues are routed appropriately. We communicate clearly and professionally with users while resolving their issues. We prioritise a high volume of requests and maintain service continuity. We support onboarding and access requests. We identify trends in recurring issues and contribute to knowledge base updates and service improvements. We assist with user acceptance testing where required. Technologies: Excel Hardware Support ITSM Microsoft 365 Web Windows Office 365 More: We are recruiting a 1st Line Support Engineer for our Ellesmere Port location on a 12-month fixed-term contract, with a salary of £25,000 to £27,000. You will join a professional services environment supporting internal and external users of bespoke systems and client-facing portals. We value a calm, customer-focused approach, strong collaboration, reliability, accuracy, and accountability. This is a structured but fast-paced role where responsiveness, ownership, and continuous improvement are important. last updated 24 week of 2026