1st Line End User Support Engineer (Part time)

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Type: permanent (part-time)

Location: Gateshead

Salary: £22K-26K

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1st Line End User Support Engineer (Part time)

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. It is such an exciting time to join us on our journey as we continue to grow and expand!

About the role

We are looking for a part time 1st Line End User Support Engineer with a solid technical background and passion for problem-solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you by our 1st line Quick Fix Support Engineers. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work.

Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand.

Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assist you in diagnosing and fixing customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

A highly motivated and conscientious self-starter, your main areas of responsibility will include:

  • Prioritising and assess the impact of new incidents via phone and the customer portal.
  • Incident and Queue Management.
  • Implementing fixes and resolving technical issues.
  • Providing first point of contact support to customers and maintaining excellent customer service via; Phone, Email and the Portal.
  • Liaising with internal colleagues and stakeholders to ensure that services are being delivered effectively and efficiently.
  • Working within SLA’s whilst delivering efficient resolutions towards First Time Fix Rates.

You will suit the role if you have

  • A willingness to learn and develop your skills in; Active Directory, Exchange/Office 365 Administration, Microsoft products, and Virtualisation (previous experience will be advantageous).
  • Outstanding customer service skills, with a proven track record of going the extra mile and delivering an exceptional customer experience.
  • Prior experience working in a fast-paced, customer focussed environment.
  • Excellent communication and documentation skills.
  • The ability to work well as part of a team and individually.
  • Good decision-making skills and display the willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision-making process.
  • The ability to look for ways to improve and promote quality.
  • The ability to set and achieve challenging goals.
  • Although not essential, it will be advantageous if you have previous experience in a similar role and have a good knowledge of current IT Technologies.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role, therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.


Starting salary, £22,250 to £26,000 per annum, pro-rated to weekly hours worked (depending on experience)


Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

  • Travel benefits including free parking, subsidized travel passes and much more!
  • Health Cash Plan
  • Cycle to Work Scheme
  • Network Benefits
  • Employee Assistance Program
  • Enhanced Annual Leave Entitlement (increasing with length of service)
  • Enhanced Maternity, Paternity and Parental Schemes
  • Enhanced Pension Scheme
  • Tech Purchase Scheme
  • Electric Vehicle Salary Sacrifice Scheme
  • Employee referral scheme
  • New business referral scheme
  • Discounted Gym Membership
  • Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspire’s Gateshead Head Office.

Hours of Work

Part-time between 16 to 24 hours per week. The working week is Monday - Friday.

As a flexible and inclusive employer, we welcome discussions regarding the weekly hours and work schedule. Nevertheless, covering the hours from 10am to 2pm would be preferable.

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

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