1st Line Support Analyst

About the Position

Bring your ideas to life at Boeing. We are seeking a dedicated and customer-oriented 1st Line Support Analyst to join our team in Bristol, England. The ideal candidate will be responsible for providing first-level support to our users, ensuring that their technical issues are resolved efficiently and effectively.

Responsibilities

• Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.
• Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.
• Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
• Assist users with account management, including password resets and access issues.
• Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.
• Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.
• Participate in training sessions and workshops to enhance technical skills and customer service abilities.
• Contribute to the development of knowledge base articles and user documentation.
• Submit improvement proposals and enhancements in support of the Contractual obligations. Going the Extra Mile(GEMS)

Requirements

• Ability to gain SC clearance
• Previous experience in a customer service or technical support role preferred.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.

Nice to Have

• Ability to remain calm under pressure or through demanding challenges.
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Understanding of ITIL best practice methodology.

We Offer

• Competitive salary and annual incentive plans.
• Continuous learning - you’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs.
• 23 days plus UK public holidays and a Winter Break between Christmas and New Year.
• Pension Plan with up to 10% employer contribution.
• Company paid BUPA Medical Plan.
• Short Term Sickness: 100% pay for the first 26 weeks.
• Long Term Sickness: 66.67% of annual salary from 27th week.
• 6x annual salary life insurance.
• Learning Together Programme to support your ongoing personal and career development.
• Access to Boeing’s Well Being Programs, tools, and incentives.
• Excellent parental leave.

About the Company

At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful, and inclusive, with great opportunity for professional growth. Find your future with us.

Application Deadline: Oct. 14, 2026

Role Type: Hybrid

Security Clearance: Ability to obtain United Kingdom Security Check.

Visa Sponsorship: Not available.

Shift: Day Shift (United Kingdom)

Equal Opportunity Employer: We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.