1st Line IT Engineer

About The Role

We are looking for a skilled, customer-focused 1st Line IT Engineer to provide first-line technical support for hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction. Strong problem-solving skills, effective communication, and a passion for technology are essential.

The ideal candidate can handle complex technical issues, manage escalations, and collaborate with IT teams to align service desk operations with business needs. This role offers excellent career growth opportunities within a dynamic global team.

This is a hybrid position based in Barton-Upon-Humber.

Main responsibilities:

• Respond to and resolve service desk tickets promptly, following SLAs.
• Provide first-line support for hardware, software, and network issues.
• Document issues and resolutions to build a knowledge base.
• Ensure customer satisfaction through clear communication and updates.
• Help improve self-service portals and knowledge bases for users.
• Collaborate with IT teams to ensure smooth issue resolution.

Escalate critical issues when necessary.

Participate in training to enhance technical skills.

Monitor and improve personal ticket resolution times.

Suggest process improvements based on user feedback.

In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS)Responsibilities document.

What Wren Offer:

• Life Assurance after 2 years' service
• Access to Benenden health and discount platform after 1 years of continuous service
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
• Eye Care Vouchers
• Refer a Friend Scheme
• Free onsite gym
  
  

About You

Desired Skills and Knowledge:

• Proven ability to resolve customer issues professionally across phone, email, and in-person channels, delivering a positive user experience.

Solid troubleshooting skills across hardware (desktops, laptops, printers) and software (Windows, macOS, Microsoft 365), with knowledge of Active Directory for user and security management.

Strong communication skills, able to explain technical issues to non-technical users and collaborate effectively with IT teams, escalating issues when appropriate.

Customer-focused mindset with a dependable approach to meeting SLAs and response times, while efficiently managing and prioritizing multiple tasks.

Experience with Jira and remote/hybrid work environments is desirable; familiarity with self-service portals and continuous improvement methodologies (e.g., Lean, Six Sigma) is a plus.

Relevant IT certifications (e.g., ITIL, Microsoft) are preferred.

About The Company

Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!

This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!