1st Line Support

1st Line Support EngineerLocation: Stoke-on-Trent (Onsite - 5 days per week)Salary: £25,000 - £28,000 (dependent on experience)Clearance: Eligible for SC ClearanceAbout the OpportunitySanderson Government andamp; Defence is proud to be working with a leading secure ICT services provider supporting the UK Defence, Security, and Government sectors. Our client operates within highly secure environments, delivering critical IT services where reliability and customer service are key.We are seeking a motivated 1st Line Support Engineer to join their on-site Service Desk team in Stoke-on-Trent. This is an excellent opportunity for someone looking to develop their career in IT support within a structured, ITIL-driven environment.The RoleAs a 1st Line Support Engineer, you will act as the first point of contact for both internal and external customers, providing high-quality technical support and ensuring incidents and requests are managed effectively. You will play a key role in maintaining service standards while contributing to the continuous improvement of Service Desk processes.Key ResponsibilitiesAct as the first point of contact for customers via phone and service portalLog, manage, and update incidents and service requests within the Service Management toolEnsure all tickets contain accurate and detailed information, including steps to reproduce issuesEscalate incidents to appropriate resolver groups when requiredProvide timely updates to customers in line with agreed ..... full job details .....