Support Engineer

About the Role

We are looking for a proactive and customer-focused First Line Support Engineer to join our customer's onsite IT team. This role is ideal for someone who enjoys hands-on technical work, thrives in a fast-paced environment, and takes pride in delivering an excellent service experience to colleagues across the business.

You'll be the first point of contact for IT issues, ensuring smooth onboarding for new starters, supporting day-to-day user requests, and keeping our hardware lifecycle running efficiently. You will also act as a triage function for our Second Line Support team, ensuring issues are correctly assessed, logged, and escalated.

Key Responsibilities

First Line Technical Support

• Serve as the first point of contact for all IT-related queries, providing prompt, friendly, and efficient support.
• Log, prioritise, and resolve tickets within SLA, escalating where necessary to the Second Line team.
• Troubleshoot common hardware, software, and access issues across Windows, macOS, and mobile devices.

Onboarding & Offboarding

• Prepare, configure, and issue devices (laptops, peripherals, phones) for new starters.
• Set up user accounts, permissions, and access to essential systems.
• Ensure thorough offboarding processes are followed, including device return, account closure, and data handling.

Device Logistics

• Ship devices to remote or travelling employees and track hardware assets accurately.
• Maintain stock levels, ensuring equipment is available, secure, and up-to-date.

Event Support

• Assist with onsite events, meetings, and presentations-supporting AV, connectivity, and setup requirements.

Triage & Escalation

• Assess incoming issues effectively and determine when escalation to Second Line is required.
• Provide clear, detailed information when handing off tickets to ensure efficient resolution.

About You

You will be a great fit if you are:

• Customer-obsessed, approachable, and confident interacting with colleagues at all levels.
• Organised and detail-oriented, with the ability to juggle multiple tasks.
• Comfortable working hands-on with IT hardware, troubleshooting, and diagnosing issues.
• Able to follow processes consistently while identifying opportunities to improve them.
• A strong communicator, both written and verbal, able to relay technical information clearly.

#4773367 - Jamie

• Customer-obsessed, approachable, and confident interacting with colleagues at all levels.
• Organised and detail-oriented, with the ability to juggle multiple tasks.
• Comfortable working hands-on with IT hardware, troubleshooting, and diagnosing issues.
• Able to follow processes consistently while identifying opportunities to improve them.
• A strong communicator, both written and verbal, able to relay technical information clearly.