1st Line IT Engineer Job at Birchanger, Hertfordshire Full Time

We are excited to offer you the opportunity to join our expanding Technology Business Unit asaLevel1IT Engineer.

What You’ll Be Doing

As a 1st line support agent, you need to collect sufficient information about a customer’s issue. If you cannot solve a problem, you pass along the ticket to the 2nd line support, who handles time-consuming and technical issues arising from the first support. Usually, first line support receives queries from our internal people and external companies where we provide Evolve.

Responsibilities

As our Solus IT Engineer you will:

• Act as the first point of contact for IT issues, handling initial support queries via phone,emailor chat.
• Trouble shoot and resolve basic technical problems related to hardware,softwareand network connectivity.
• Log, categorise, and prioritise support tickets, escalating complex issues to 2nd or 3rd line support as needed.
• Maintainaccuraterecords of incidents, resolutions, and procedures in the ticketing system.
• Provide clear instructions and guidance to users for resolving common issues and improving their tech experience.
• Monitor system performance and respond to alerts to prevent and address potential issues.
• Work closely with other support teams and departments to ensure comprehensive and efficient problem resolution.

Qualifications

Who are Solus?

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

We have so much to offer when it comes to being a Solus colleague:

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days’ holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva’s success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer’s leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.

At Solus, we value inclusivity and welcome all applicants. If you’re excited but don’t tick every box, we encourage you to apply-your unique skills might be just what we need.

We guarantee an interview for disabled applicants meeting the minimum criteria-just email us after applying to let us know.

Ready to join us? Apply online today, and our team will be in touch within 14 days.