1st Line Support Engineer

Location: Hybrid, with 3 days per week in the Northwich office, United Kingdom

Company

hirify.global is a global technology company supporting the business-to-business IT ecosystem through technology products, cloud services, financing, marketing, lifecycle management, and technical support.

What you will do

• Provide first-line technical support and act as the initial point of contact for clients.
• Log, categorize, troubleshoot, and resolve incidents and service requests within scope.
• Manage tickets from creation through resolution, providing timely updates and clear communication.
• Escalate complex issues to second- and third-line support teams.
• Coordinate with external vendors and third parties when on-site technical support is required.
• Contribute feedback and improvements to Service Desk operations.

Requirements

• Experience in a customer service, helpdesk, or service desk role.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and IT Service Management tools.
• Knowledge of Cisco networking equipment and ITIL frameworks.
• Excellent written and verbal English communication skills.
• Strong organizational skills and the ability to work under tight deadlines.

Culture & Benefits

• AXA health insurance and dental plan options for employees and families through salary sacrifice.
• Increasing holiday allowance after years two and five, plus a birthday day off.
• Employee discounts, wellness perks, and modern offices with breakout spaces and a private wellness room.
• Training, technology-focused learning resources, and clear career progression opportunities.
• Employee referral bonus and a supportive local team environment.