1st Line Support Engineer

1^st line Support Engineer
Stoke-on-Trent, UK
up to £28,000 pa DOE

Active SC Clearance required

iO Associates is looking for a 1^st 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.