1st Line Support Engineer

The IT Support Engineer will provide day-to-day 1st line IT support across the business, with some involvement in 2nd line support tasks. Working under the guidance of the Head of IT, the role is responsible for resolving routine IT issues, supporting end users, and assisting with IT projects and system improvements.

This is a hands-on support role, ideal for someone with a solid foundation in IT support who is keen to develop their skills and progress within a growing organisation.

Responsibilities

• Provide friendly and effective 1st line IT support to users across the business, resolving day-to-day technical issues.
• Log, prioritise and manage IT support tickets, ensuring timely resolution in line with agreed service levels.
• Diagnose and resolve hardware, software, and basic network issues, escalating more complex problems when required.
• Build, configure and deploy PCs, laptops, mobile devices and other IT equipment.
• Manage user accounts and permissions within Active Directory and Microsoft 365, including onboarding and offboarding processes.
• Support and troubleshoot Microsoft 365 applications and services, including Outlook, Teams, SharePoint and OneDrive.
• Perform routine system administration and preventative maintenance to ensure reliable system performance.
• Ensure operating systems and applications are regularly updated and patched.
• Maintain accurate IT asset and equipment records, including device allocation and lifecycle tracking.
• Assist with IT security best practices, including account security and responding to user-reported phishing or security concerns.
• Support IT projects, upgrades and system improvements as required.
• Maintain clear IT documentation and provide basic IT guidance to end users when needed.

Do you have experience in Windows?, * At least 1 year of experience in an IT support or helpdesk role.

• Strong working knowledge of Microsoft Windows 10/11 in a business environment.
• Experience supporting and administering Microsoft 365 applications and services (such as Outlook, Teams, SharePoint and OneDrive).
• Basic experience managing user accounts and permissions in Active Directory and Microsoft 365.
• Experience troubleshooting PC hardware, software and peripheral issues.
• Familiarity with IT support ticketing systems and standard helpdesk processes.
• Basic understanding of networking concepts such as Wi-Fi, VPN and LAN connectivity.
• Good problem-solving skills, attention to detail and a proactive approach to resolving issues.
• Strong communication and customer service skills when supporting end users.

Desirable

• Experience working with Windows Server environments.
• Understanding of Group Policy, DHCP and DNS.
• Experience supporting networked office environments.
• Familiarity with Microsoft Azure / Entra ID administration.
• Experience supporting SharePoint or other Microsoft 365 collaboration tools.
• Knowledge of endpoint security, antivirus or device management tools (e.g. Intune or similar).
• Experience assisting with IT projects, device deployments or system upgrades.

Personable Attributes

• Customer-focused and patient, with the ability to communicate technical information clearly to non-technical users.
• Strong problem-solving mindset, showing curiosity to investigate issues and identify root causes.
• Organised and proactive, taking ownership of tasks and effectively prioritising multiple support requests.

Pulled from the full job description

• Flexitime
• Referral programme
• Sick pay
• Free parking
• Company pension
• Paid volunteer time
• Discounted or free food, * Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Enhanced maternity leave
• Flexitime
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Work from home