IT Support Engineer

IT Support Engineer (1st Line) - GloucesterThis is an exciting IT Support Engineer role with a progressive company based in the Gloucester area.Once settled into the team, you''ll have genuine, supported pathways to progress into:2nd and 3rd line supportCyber Security, working towards NCSC Cyber Advisor or Cyber Essentials Assessor status, with early exposure to triaging security alerts from the Security Operations CentreAI and Automation, a newly established department that 1st line engineers are ideally placed to feed into, given their frontline view of recurring issues and improvement opportunitiesProject delivery, for those who want exposure to wider technology projectsThe RoleAs IT Support Engineer, you will provide high-quality 1st line remote support to clients, taking ownership of incidents and service requests from initial contact through to resolution. The IT Support Engineer will play an active part in helping the service desk move from reactive break/fix support to a more proactive model, spotting trends, reducing repeat issues and contributing to continual service improvement.Key responsibilities include:Providing professional, first-line remote support across a broad client baseTaking ownership of tickets from logging through to resolution, keeping users informed throughoutTriaging, categorising and prioritising tickets based on impact, urgency and SLA requirementsInvestigating and resolving desktop, Microsoft 365, connectivity, access and device related ..... full job details .....