1st line Support Engineer Stoke-on-Trent, UK up to £28,000 pa DOE

Active SC Clearance required iO Associates is looking for a 1st line Support Engineer to join a specialist provider of fully managed, high-security ICT services supporting the defence, security, and government sectors in complex, regulated environments. The ideal candidate will be responsible for supporting ITIL functions within service desk teams. Key Responsibilities Act as the first point of contact, managing incoming calls, incidents, and service requests via the portal Log, track, and manage incidents using ITSM tools, ensuring accurate documentation and timely updates in line with SLAs Escalate issues to appropriate teams and line management, ensuring high-priority cases are handled effectively Maintain strong customer relationships, contribute to knowledge base improvements, and support daily service desk operations Key Skills & Experience Good understanding of ITIL processes (Incident, Problem, Change Management); ITIL certification beneficial Strong customer support and communication skills, with ability to manage stakeholders and provide clear updates Proven problem-solving and teamwork abilities, with a proactive and adaptable approach Exposure to Windows environments, Office 365, Active ...