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
* Good understanding of ITIL processes (Incident, Problem, Change Management); ITIL certification beneficial
* Strong customer support and communication skills, with ability to manage stakeholders and provide clear updates
* Proven problem-solving and teamwork abilities, with a proactive and adaptable approach
* Exposure to Windows environments, Office 365, Active Directory, VMware, and general IT support; relevant IT qualifications desirable
This is an excellent opportunity to work on amazing defence, government, etc. projects and a team that encourages and facilitates personal growth.
*PS: The Company can't provide any sponsorship, so only candidates with the existing right to work in the UK will be considered for this role.
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