1st Line Support Engineer

The key function of the 1st Line Support Engineer is to provide first-line technical support across server infrastructure and end-user devices in a hybrid IT environment. This role focuses on user support, device and server monitoring, patching, and basic systems administration, ensuring reliable and secure day-to-day IT operations., End-User Support

• Provide first-line support for desktops, laptops, mobile devices, printers, and peripherals

• Troubleshoot hardware, software, and basic network connectivity issues

• Support Windows and/or macOS operating systems and common business applications

• Assist users with account access, password resets, and basic security practices

Server & Infrastructure Support

• Monitor on-premises and cloud-based servers for availability and performance

• Assist with basic server administration tasks (user accounts, permissions, services)

• Escalate complex server or infrastructure issues to senior support as required Patching & Systems Management

• Perform routine patching and updates for servers and end-user devices

• Assist with endpoint management tools (e.g., MDM, RMM, or device management platforms)

• Verify patch compliance and report issues or failures Hybrid Environment Support

• Support systems in a hybrid environment (on-premises and cloud-based platforms)

• Assist with Microsoft 365, Active Directory, Azure AD/Entra ID, or similar services

• Help maintain secure access to systems for remote and on-site users Documentation & Process

• Log incidents, requests, and resolutions accurately in the ticketing system

• Follow standard operating procedures and contribute to IT documentation

• Communicate clearly with users regarding issue status and resolution

• 1-2 years of experience in an IT support or service desk role

• Basic understanding of:

• Windows operating systems (Windows 10/11, Windows Server fundamentals)

• End-user hardware troubleshooting

• Networking fundamentals (TCP/IP, DNS, DHCP)

• Familiarity with patching and endpoint management concepts

• Ability to prioritise tasks and work within a ticket-based environment

Preferred Qualifications for the 1st Line Support Engineer

• Experience supporting a hybrid IT environment (on-prem + cloud)

• Exposure to Microsoft 365, Active Directory, and Azure/Entra ID

• Familiarity with endpoint management or patching tools

• Entry-level certifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals)

Sue Ross Recruitment are working on behalf of our client, a highly respected provider of commercial services including electrical, mechanical, data & IT solutions, to recruit a 1st Line Support Engineer on a permanent basis.