1st line IT Helpdesk Engineer

As a 1st Line IT Support Engineer, you'll be based full-time at our EN4 office and will be the first point of contact for technical support - both internally and for our managed service clients. You'll play a key role in keeping systems running smoothly, resolving day-to-day issues, and ensuring users receive a professional, friendly, and efficient service.

You'll work closely with senior engineers and gain exposure to a wide range of tecnologies including Microsoft 365, Intune, Autopilot, MDM, EDR, SharePoint, Datto, Remote Desktop Services, CyberEssentials/CyberSecurity, networking to mention a few. For the right person who shows initiative and curiosity, this role offers rapid skills development and progression., * Act as the first point of contact for IT support requests via phone, email, ticketing system, and in person

• Log, manage, and resolve support tickets efficiently, ensuring excellent communication throughout
• Troubleshoot and resolve common hardware, software, and connectivity issues
• Escalate more complex issues to 2nd or 3rd line engineers when required, with clear documentation
• Set up and configure laptops, desktops, printers, mobile devices, and peripherals
• Assist with user onboarding and ofboarding, including account creation and device preparation
• Support Microsoft 365 users (Outlook, Teams, SharePoint, OneDrive)
• Assist with basic networking and VoIP issues
• Maintain accurate asset records and follow internal IT procedures
• Occasionally attend client sites for installations or support work

Do you have experience in Windows?, * 1-2 years' experience in a 1st Line IT Support or similar role

• Good working knowledge of Windows 10/11 and Microsoft Office / Microsoft 365
• Strong communication skills - confident speaking to users at all technical levels
• Ability to manage and prioritise tasks in a busy support environment
• A proactive, problem-solving mindset with a genuine interest in IT
• Willingness to learn and take ownership of issues from start to finish

Desirable Skills & Experience

• Exposure to Active Directory and Microsoft 365 administration
• Experience using ticketing systems and remote support tools
• Good understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
• Familiarity with Intune, Autopilot and Mobile Device Management
• Experience with cybersecurity best practices and endpoint protection
• Experience with servers, cloud platforms, or VoIP systems
• Experience with Datto RMM, EDR, WorkPlace

Key Attributes

• Positive, can-do attitude and calm under pressure
• Passion for delivering excellent customer service
• Takes initiative and actively looks to improve skills and knowledge
• Strong team player who can also work independently
• Professional, reliable, and organised, * This role is 100% office-based at our East Barnet (Hertfordshire) office and is not remote or hybrid. Are you willing and able to work on site full time?, * IT Support/Helpdesk: 1 year (required)

• Clear progression opportunities to 2nd and 3rd line support for the right candidate
• Hands-on exposure to a wide range of real-world IT systems and clients
• All relevant training and professional qualification programmes
• Supportive close-knit team environment with ongoing learning opportunities

Job Types: Full-time, Zero hours contract

Pay: £24,500.00-£28,000.00 per year

Swift Digital Solutions is a fast-growing IT Services and MSP supporting a wide range of clients across multiple industries - from small business to larger, more complex environments. We deliver practical, reliable IT solutions covering everything from desktop support and servers to Microsoft 365, cloud services, cybersecurity, networking and device management. Based at our East Barnet office in Hertfordshire, we operate a highly hands-on, fast-paced environment where no two days are the same. As our client base and internal systems continue to grow, we're expanding our technical team and are now looking for a 1st line IT Support Engineer to join us at an exciting stage of the company's development. This is a brilliant opportunity for someone at the start of their IT career who wants real exposure, real responsibility, and a clear pathway to progress into 2nd and 3rd line support.