1st Line Support Engineer - Office Based

We are looking for a motivated and customer-focused 1st Line Support Engineer to join our growing IT support team.

This role is ideal for someone who enjoys problem-solving, working with technology, and delivering excellent customer service in a fast-paced professional environment. You will act as the first point of contact for technical support queries, assisting users with day-to-day IT issues while ensuring a high standard of support and communication.

Key responsibilities

The successful candidate will play an important role in supporting business operations by providing efficient and timely technical assistance across hardware, software, and systems.

• Provide 1st-line technical support to internal users via phone, email, and ticketing systems
• Log, categorise, prioritise, and manage support tickets accurately
• Troubleshoot and resolve common IT issues relating to:
• Windows operating systems
• Microsoft 365 applications
• User accounts and password resets
• Printers and peripheral devices
• Laptops, desktops, and mobile devices
• Network connectivity issues
• Microsoft Teams and collaboration tools

• Escalate unresolved or complex issues to senior support teams where necessary
• Assist with onboarding and offboarding processes, including user setup and equipment allocation
• Maintain accurate documentation of incidents, resolutions, and IT procedures
• Support hardware installations, software deployments, and system updates
• Ensure all support activities are delivered in line with IT policies, security standards, and compliance requirements
• Deliver exceptional customer service while maintaining professionalism and empathy

Requirements

• Minimum of 2 years experience within an IT Helpdesk or Service Desk environment
• Good understanding of Microsoft Windows and Microsoft 365
• Basic understanding of networking concepts (Wi-Fi, TCP/IP, VPNs)
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills
• Strong organisational skills and attention to detail
• Ability to manage multiple tasks in a fast-paced environment
• Customer-focused mindset with a proactive approach

Desirable

• Experience using ticketing or ITSM systems
• Exposure to Active Directory and user account administration
• Knowledge of remote desktop support tools
• Understanding of ITIL processes
• Relevant IT certifications (CompTIA, Microsoft, ITIL, etc.)

Personal Attributes

• Passionate about technology and continuous learning