First Line Support Analyst

1st Line Support Engineer – Stoke-on-Trent

(Windows 10/Server, VMware, Office 365, Active Directory, SharePoint, McAfee/Sophos Antivirus, Dell/Lenovo hardware, Skype for Business)

Are you passionate about solving IT problems and helping people? We’re looking for a hands-on 1st Line Support Engineer to join a growing team in Stoke-on-Trent. This is your chance to make an impact, support both internal and external customers, and develop your IT skills in a fast-moving, high-security environment.

In this role, you’ll be the first point of contact for customers, handling calls, emails, and portal requests. You’ll log, manage, and escalate incidents accurately, keep customers updated, contribute to knowledgebase articles, and help improve IT processes. You’ll work closely with the team to deliver first-class service and support critical, high-security projects.

We’re looking for someone with IT support experience and knowledge of ITIL processes (incident, change, and problem management). You’ll need strong customer focus, excellent communication skills, and a proactive, adaptable mindset. If you love problem-solving and working in a collaborative team, this role is for you.

Our client offers real opportunities for progression and development, giving you exposure to high-security projects within the defence sector. Due to the nature of the role, the successful candidate will need to obtain SC clearance.