Location: York
Salary: £29,500 per annum
Security Clearance: SC Clearance required (happy to put the right candidate through SC Clearance)
The Opportunity
We are seeking a customer-focused Tech Bar Engineer to join a busy IT support team in York. This is an excellent opportunity for a skilled IT support professional who enjoys working directly with end users, troubleshooting technical issues, and delivering exceptional customer service in a fast-paced environment.
As a Tech Bar Engineer, you will act as an escalation point for technical issues that cannot be resolved by the 1st Line Service Desk team. You will provide in-depth diagnosis, troubleshooting, and resolution of hardware, software, and desktop-related issues, ensuring users receive a high-quality support experience.
This role is ideal for someone with strong deskside support experience, excellent communication skills, and a proactive approach to problem-solving.
Key Responsibilities
Act as a point of escalation for complex technical issues raised by the Service Desk.
Provide in-depth diagnosis and resolution of desktop, application, and administrative IT issues.
Take end-to-end ownership of incidents and service requests through to resolution.
Deliver face-to-face technical support and assistance to end users through a Tech Bar environment.
Investigate and resolve common desktop and workplace technology issues to maintain business continuity.
Accurately assess issues and escalate to specialist teams where required.
Ensure regular and meaningful updates are provided on open tickets.
Build strong relationships with users and stakeholders to maintain high levels of customer satisfaction.
Support continuous service improvement initiatives and contribute to team knowledge sharing.
Work in line with established IT processes, procedures, and ITIL best practices.
Collaborate with colleagues to achieve team objectives and maintain excellent service standards.
Skills & Experience
Essential
Previous experience in a Deskside Support, Desktop Support, Tech Bar, or IT Support Engineer role.
Strong troubleshooting skills across Windows operating systems, Microsoft 365, and desktop applications.
Excellent customer service and communication skills.
Ability to prioritise and manage multiple workloads effectively.
Strong attention to detail and a methodical approach to problem resolution.
Experience working within an ITIL-based support environment.
Confident working directly with end users at all levels.
Desirable
Experience working within complex or multi-vendor IT environments.
Experience negotiating and managing challenging situations to successful outcomes.
Understanding of incident, problem, and service request management processes.
Qualifications
ITIL Foundation Certification
CompTIA A+
Microsoft Windows / Microsoft 365 certifications or equivalent experience
What We're Looking For
We're looking for a motivated and approachable IT professional who takes pride in delivering outstanding customer service. You'll be a proactive problem-solver with a strong technical background, excellent interpersonal skills, and the ability to build trust with users and colleagues alike.
If you're passionate about technology, enjoy helping people, and are looking for your next challenge in a highly visible support role, we'd love to hear from you.
ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy
Salary description
£29500.00 - £29500.00 per year