1st Line Support

I am recruiting for a 1st Line IT Support Engineer to join a team of 14 IT Support Engineers and you will provide hands-on, 1st Line IT support across a wide range of technologies, ensuring users at all levels of the business receive a reliable and high-quality IT service.

As a 1st Line IT Support Engineer you will need to be proactive and customer-focused providing IT Support and will join a fast-paced, project-driven organisation operating across more than 30 offices throughout the UK and ROI.

1st Line IT Support Engineer Responsibilities:

• Provide 1st technical support to users
• Take ownership of IT support tickets and incidents through to resolution
• Perform support ticket administration and maintain accurate documentation
• Carry out password resets and user account administration
• Monitor network and infrastructure systems, escalating issues where required
• Support joiner, mover, and leaver processes, including account changes and device provisioning
• Procure and manage IT equipment including laptops, desktops, and mobile devices
• Build, configure, and upgrade laptops and desktops as required
• Deploy applications and manage updates
• Perform backup and restore operations
• Deliver desktop and end-user break/fix support
• Troubleshoot network, VPN, Microsoft Teams, and audio-visual meeting issues
• Support Microsoft 365, Windows 10/11, Active Directory, and Exchange Online environments
• Manage incidents, service requests, and access control through the ITSM platform
• Support mobile device management (MDM/MAM) solutions
• Complete timesheets accurately to support project cost monitoring

• ITIL v4 Foundation certification
• 2+ years experience in an IT support or service desk role
• Experience of working in an ITIL based service function
• Windows 11 build, troubleshooting and configuration
• Microsoft 365 (O365) / SharePoint
• Windows Server
• Active Directory
• Exchange Online
• Basic network troubleshooting knowledge (IP subnets, DNS. Wi-Fi & VPN)
• Strong customer service skills with the ability to work under pressure

1st Line IT Support Engineer Desirable Skills:

• Exposure to Intune and mobile device management
• Experience with Wi-Fi solutions (e.g. Cisco)
• Knowledge of Hyper-V virtualisation
• Backup technologies such as Veeam
• Experience with monitoring tools
• Microsoft certifications

1st Line IT Support Engineer Benefits

• Medical Insurance
• Financial Planning Support
• Death in Service
• Medicash Healthcare Cash Plan
• Permanent Total Disability Insurance
• Enhanced Maternity/Paternity/Adoption Pay
• Company Sick Pay,
• Investment in personal and professional training
• Professional Memberships
• Health checks
• Wellbeing training and support
• Employee Assistance Program
• Flu jabs
• Eyecare and of course paid holiday.