Evolve
1st Line IT Support Engineer
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Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.
Job Summary
As a 1st Line IT Support Engineer, you will be the first point of contact for IT related queries. You will provide technical support to customers via phone, email and in person. You will diagnose Basic IT Issues, escalate more complex problems and ensure customers receive a high level of service.
The role is based in our Head office in Wigan and you will also be required to work onsite in our customers' locations.
The working hours are Monday – Friday on a shift basis between the hours of 7am & 6pm.
Key Accountabilities
- Provide technical support in line with Service Level Agreements (SLAs).
- Troubleshoot and resolve IT issues, escalating when necessary.
- Maintain IT hardware, software, and asset management.
- Ensure IT services are available during core operational hours.
- Identify and suggest permanent solutions for recurring issues.
- Monitor and maintain IT systems to improve performance.
- Maintain accurate records of service tickets, incidents, and resolutions.
- Ensure adherence to IT security policies and corporate procedures.
- Manage IT documentation and ensure it remains up to date.
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About you:
- Previous experience in an IT support role and/or experience with IT ticketing systems.
- General knowledge of service and application delivery, preferably to have successful service level agreement accomplishments.
- Understanding and preferable experience of ITIL processes and service delivery software is advantageous.
- Good knowledge of IT technologies.
- A good analytical mind, able to tackle a problem from different angles and make decisions quickly.
- Excellent interpersonal skills. Team Oriented.
- Ability to conduct and direct research into IT issues and products as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed. Keen attention to detail.
- Evidence potential for analytical, evaluative, and problem-solving abilities.
- The ability to effectively prioritise and execute tasks in a high-pressure environment is advantageous.
- Strong customer service orientation.
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Why Evolve?
At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.
We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.
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