My client is seeking an experienced IT Support professional to join their fast-paced and collaborative Service Desk team, delivering high-quality technical support to employees across the organisation.
As an IT Support Engineer, you will act as the primary point of contact for all IT-related queries, providing prompt and efficient support across a broad range of technical issues. Working closely with the wider IT team, you'll take ownership of incidents and service requests from initial logging through to resolution, ensuring users receive a responsive, professional, and customer-focused support service at every stage.
Key experience required:
Experience as an IT Support Engineer.
Microsoft 365 support and administration
ServiceNow ideally but any other ticketing software acceptable
iManage (preferred)
Strong customer facing/customer service experience
Windows desktop support
Active Directory and user administration
General hardware, software and troubleshooting
Remote support tools
Key responsibilities:
Providing 1st and 2nd line technical support to end users via phone, email and remote support.
Logging, managing and resolving incidents and service requests through to completion.
Troubleshooting hardware, software and Microsoft 365 related issues.
Supporting users across Windows desktop environments and core business applications.
Using ServiceNow to manage tickets in line with agreed service levels.
Supporting and troubleshooting iManage where required.
Escalating more complex issues to senior technical teams when appropriate.
Maintaining accurate documentation and updating knowledge articles.
Working collaboratively with colleagues across IT to deliver an excellent support service.
The IT Support Engineer is required onsite, in Liverpool 5 days a week.
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Salary description
£180.00 - £220.00 per day