1st Line Support Engineer

• Provide professional Tier 1 support to end-users via remote tools, phone and email, with opportunities to assist on 2nd Line tasks
• Log, triage and resolve incidents & service requests within SLA timeframes
• Manage and update ticket queues, ensuring clear documentation of troubleshooting steps and progress
• Support client onboarding, device setup and user configuration (Windows & macOS)
• Assist in maintaining accurate client documentation and asset records
• Help create and update internal knowledge base articles for both users and colleagues
• Provide basic support for Microsoft 365, Google Workspace, VPN access, printers, and network devices
• Troubleshoot hardware and software issues across desktops, laptops, and mobile devices
• Escalate complex issues to senior engineers while maintaining strong communication with end-users
• Gain exposure to technologies such as Exchange, Active Directory, Azure, cloud storage, VoIP and disaster recovery
• Participate in small-scale project work, including installations, upgrades and system improvements

WSR are seeking a motivated 1st Line IT Support Engineer with at least 1 year of hands-on IT support experience to join our MSP client's growing team in Leeds. This is an excellent opportunity for someone early in their IT career who is ready to develop their technical skills., * Minimum 1 year experience in an IT Support or Service Desk role

• Working knowledge of Windows 10/11 and macOS
• Basic understanding of LAN/WAN/Wi-Fi networking and troubleshooting
• Familiarity with Active Directory, user account management, password resets and permissions
• Experience with Microsoft 365 and/or Google Workspace
• Understanding of PC builds, hardware setup and TCP/IP fundamentals
• Ability to troubleshoot common client-side applications such as Microsoft Office
• Strong problem-solving ability with a willingness to learn and develop
• Excellent communication skills and confidence when speaking to users at all levels
• A proactive, customer-focused attitude