1st Line Support Engineer

Location: Warrington, Cheshire Salary: £18000 - £22000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Harriet Houlton

1st Line Support Engineer


My client seeking a customer service professional with a love of problem-solving to join their Technical Support Department.

If you have exposure to coding - academic or self-taught - and customer service experience; this role is logical step in your career.

The successful 1st Line Support Engineer will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including:

  • 25 days holiday + public holidays
  • 10% bonus
  • Private Medical Insurance
  • Employee Assistance Programme
  • Dental Insurance
  • Personal Travel Insurance
  • Life Insurance
  • Group Income Protection
  • Group Pension Scheme
  • + many more

Some of the main duties of the 1st Line Support Engineer will include:

  • Verify support agreements
  • Create and update support cases/service requests
  • Provide support assistance on specific Software products
  • Provide assistance on medium to high level complexity support inquiries
  • Provide timely responses and regular updates on support cases
  • When the case is unable to be solved within the specified guidelines, pass the case on to the Engineering team for further investigation
  • Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
  • Properly document support inquiries into the CRM system
  • Provide assistance to other team members
  • Proactively keep management informed of critical customer issues/concerns
  • Other related duties as assigned

What you need to be the successful Senior Technical Support Engineer:


  • Bachelor's degree in a technical related field or equivalent work experience
  • Experience providing technical support for Windows, Linux, and other UNIX operating systems and related software
  • Strong customer orientation and dedication
  • Good communication and interpersonal skills (works well individually and as part of team)
  • Fluent in verbal and written English
  • Ability to manage multiple tasks
  • Enjoys problem solving and approaches them analytically and methodically
  • Eagerness to learn new technologies/skills
  • The ability to replicate a customer issue in-house regardless of OS


  • Technical Support experience a plus
  • Experience working in a SaaS environment
  • Familiarity with developer software tools
  • Good Windows administration skills
  • Good Mac OS X administration skills
  • Salesforce Experience
  • Experience using SoapUI

This really is a fantastic opportunity for a 1st Line Support Engineer to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for an interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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