1st and 2nd Line Support - Manchester Are you a proactive IT professional passionate about user support and technology improvement? We re looking for a highly capable 1st and 2nd Line Engineer to join our dynamic IT team. In this role, you ll help drive efficiency, resilience, and user satisfaction by delivering top-tier technical support and taking part in technology-driven change projects. You ll be the first point of contact for IT support queries, ensuring that our systems run smoothly and our users feel empowered by technology. Key Responsibilities Act as the first line of support for IT queries, resolving issues across on-premise, hybrid, and remote environments. Own, track, and report on helpdesk support tickets and their resolution effectiveness. Standardise IT processes, systems, and documentation to ensure consistency and compliance. Work alongside suppliers and service providers to ensure high service standards. Assist in IT infrastructure monitoring, daily contingency checks, and backup management. Identify and implement opportunities to improve IT infrastructure security and efficiency. Train users and assess training needs to support adoption of IT solutions. Support asset tagging, hardware maintenance, and vendor contract management. Take part in IT projects and maintenance activities in line with departmental objectives. Required Skills and Experience Minimum 3 years'' experience in 1st and 2nd Line IT support roles Strong understanding and hands-on ..... full job details .....