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1st/2nd Line Support Technician
Wooditc
- Stalybridge, England, United Kingdom
- Stalybridge, England, United Kingdom
About
*Salary: *£25,000 – £30,000 depending on experience
*Hours: *Monday – Friday, 09:00 – 17:00
*Environment: *Fully office-based
*About WoodITC*
WoodITC is a Managed Service Provider based in Manchester, delivering reliable IT support and solutions to businesses across the region. We pride ourselves on our friendly, customer-first culture and our commitment to providing practical, efficient technology support. As part of our expanding team, you’ll work alongside experienced engineers in a collaborative environment where your development and progression are actively supported.
*Position Overview*
We are seeking a skilled and motivated 1st/2nd Line Support Technician with a minimum of 3 years of experience in IT support. The ideal candidate will excel in providing exceptional customer service, possess strong communication skills, and thrive in both team-based and independent work environments. This role demands adaptability to a fast-paced, dynamic work environment and requires someone who can swiftly diagnose and resolve a range of technical issues — from routine 1st line requests through to more complex 2nd line escalations.
*Key Responsibilities*
* *Customer Support:* Provide 1st and 2nd line technical support to end-users via phone, email, and remote assistance.
* *Problem Resolution:* Diagnose and resolve technical issues related to hardware, software, network connectivity, and escalated 2nd line problems.
* *Ticket Management:* Efficiently manage and prioritise support tickets on the service desk ticketing system, ensuring timely responses and resolutions in line with service level agreements (SLAs).
* *Documentation:* Maintain accurate records of incidents, solutions, and user interactions in the ticketing system.
* *Collaboration:* Work closely with colleagues and escalate complex issues to senior engineers where appropriate, contributing to a strong team culture.
* *Training:* Assist in training end-users on basic IT functions and best practices.
* *Prioritisation:* Assess incoming requests, prioritise workloads, and ensure that critical issues are addressed promptly while managing multiple tasks simultaneously.
*Required Skills & Qualifications*
* *Experience:* Minimum of 3 years in a 1st/2nd line IT support role.
* *Technical Proficiency:* Solid understanding of desktop operating systems (Windows 10/11), hardware components, and peripheral devices.
* *2nd Line Skills:* Demonstrated ability to handle escalated technical issues beyond basic troubleshooting.
* *Communication:* Excellent verbal and written communication skills with a focus on clear, concise explanations for both technical and non-technical users.
* *Customer Service:* Proven track record in delivering outstanding customer service and resolving issues promptly.
* *Teamwork:* Ability to collaborate effectively with team members and work independently when required.
* *Adaptability:* Thrives in a fast-paced environment and demonstrates a proactive, flexible approach to problem-solving.
* *Learning Agility:* Quickly grasps new technologies and processes and applies them effectively.
*Preferred Qualifications*
* *Certifications:* CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
* *Education:* Degree or diploma in Computer Science, Information Technology, or a related field is advantageous.
* *MSP Experience:* Previous experience working within a Managed Service Provider environment is a plus.
*What We Offer*
* Competitive salary of £25,000 – £30,000 depending on experience
* A supportive, collaborative team culture
* Opportunities for professional development and progression
* Exposure to a varied client base across multiple industries
* Company pension scheme
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Experience:
* IT Support: 3 years (preferred)
Work Location: In person
Languages
- English
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