1st Line support engineer

1st Line Support Engineer
Location: Remote (UK) | Type: Full Time

The Company

Our client is a growing organisation looking to strengthen their IT support function. As demand across the business continues to increase, they are looking for a 1st Line Support Engineer to join the team as the first point of contact for their IT support desk.

The Role

You'll be the first point of contact for all incoming IT queries, logging, triaging and resolving issues as they come in, and escalating anything more complex to the 2nd line team. You'll carry out user account administration, help set up and configure devices, and keep users updated throughout the life of their ticket, making sure everything is logged accurately and SLAs are being met.

As you settle into the role, you'll also start to build up the knowledge base, documenting common fixes and processes to help the wider team work more efficiently.

What They're Looking For

Previous experience in a 1st line support, service desk or IT helpdesk role is essential, along with a solid working knowledge of Windows 10/11 and Microsoft 365. You'll need a good understanding of basic networking concepts, and you'll be a confident, clear communicator with a strong customer service focus. You'll need to be well organised and comfortable prioritising a varied ticket queue while working effectively in a remote environment.

Nice to Have

Experience with Active Directory and Microsoft Entra ID, exposure to ITIL-aligned processes, and an interest in progressing towards a 2nd line or specialist technical role would all be an advantage.

Interested? Get in touch to find out more.
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